Developer Support Engineer

Key Responsibilities

Customer Success & Support: Support and maintain enterprise clients on our Customer Identity SaaS solution, resolving complex technical and non-technical issues with urgency and precision.

End-to-End Issue Ownership: Take full ownership of incoming support tickets from intake to resolution—performing initial troubleshooting, identifying root causes, and implementing effective solutions.

SLA & Escalation Management: Manage support ticket operational workflows to consistently meet or exceed response quality, time-to-resolution, and customer experience SLAs.

Cross-Functional Collaboration: Partner effectively with Engineering, Product, and Customer Success teams to resolve high-priority escalations and improve overall product usability.

Business & Technical Analysis: Apply software lifecycle knowledge and analytical techniques to troubleshoot integration issues, identify recurring trends, and champion best practices.

Knowledge Sharing & Continuous Improvement: Create, curate, and maintain product documentation and troubleshooting guides to foster team collaboration and knowledge sharing.

Requirements & Qualifications

Experience: 3+ years in a Technical Support, Software Engineering, or Technical Analyst role for medium-to-large-scale software implementation projects.

Problem-Solving Skills: Proven ability to break down complex system issues into basic components to efficiently pinpoint root causes.

Self-Motivation & Independence: Self-starter capable of mastering complex SaaS/IAM architectures with minimal guidance and managing multiple concurrent workstreams.

Customer Focus: A strong customer-obsessed mindset with a track record of serving as a client advocate.

Communication: Clear verbal and written communication skills, with the ability to explain complex technical topics to non-technical stakeholders.

Technical Domain Focus

Software Engineering Fundamentals: Solid understanding of software development cycles, REST APIs, and common web architectures.

Web Security Concepts: Core understanding of HTTP/HTTPS, data encryption, web application security, and networking concepts.

Identity & Access Management (IAM): Hands-on understanding of authentication, authorization, and standard identity protocols/specifications (OAuth 2.0, OIDC, SAML, WS-Fed, LDAP, Azure AD).

Programming Skills: Proficiency in at least one modern programming language (JavaScript / Node.js preferred) for reading logs, debugging scripts, and reviewing sample code.

#LI-Onsite

P19357_3403190

The Okta Experience

• Supporting Your Well-Being
• Driving Social Impact
• Developing Talent and Fostering Connection + Community

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.