Technical Support Engineer - Federal (Night Shift)

Position Description: 

Okta Federal is searching for a performance-driven Sr. Federal Technical Support Engineer - an engineer with a deep specialization in Identity and Access Management (IAM) and FedRAMP High/Moderate environments. In this role, you will be part of a frontline team supporting the identity infrastructure of the U.S. Federal Government.

Role Responsibilities and Requirements: 

• Working Hours: Monday through Friday, 1500 to 0000 (3PM – Midnight) Pacific Time.
• Holidays / On-Call: Regular weeklong and weekend on-call rotations as well as rotating holiday coverage are part of this position.
• Citizenship Status: Due to the nature of this role working with Federal government entities, the ideal candidate must be a U.S. Citizen residing on U.S. soil.
• End-to-End Ownership: Manage customer issues from initial contact through troubleshooting and root cause identification to final resolution.
• Customer Advocacy: Act as a bridge between the customer and the company, ensuring a deep understanding of business impacts and driving timely problem resolution.
• Service Excellence: Consistently meet or exceed KPIs related to response quality, timeliness, and the overall customer experience.
• Cross-Functional Collaboration: Serve as the primary point of contact for internal and external stakeholders to ensure issues are resolved as expediently as possible.
• Technical Documentation: Partner with the Engineering team to collect detailed information and document bugs for product issues impacting the customer base.

Required Skills: 

• Professional Background: 5+ years of experience in enterprise technical support or a similar high-touch, customer-facing technical role.
• Identity & Access Management (IAM): Hands-on experience supporting IAM solutions, including deep familiarity with protocols such as SAML, SSO, LDAP, and WS-Federation.
• Directory Services: Advanced knowledge of Active Directory, Entra ID (Azure AD), and Okta. You should be an expert in:
• Troubleshooting synchronization errors.
• Managing complex group membership logic.
• Overseeing cross-platform identity lifecycle management.
• Cloud Ecosystems: Experience supporting major SaaS applications, including Office 365, Google Workspace, Salesforce, and Workday.
• Network Diagnostics: Proven ability to isolate and resolve network-layer impediments.
• Tooling: Skilled in leveraging diagnostic utilities such as Wireshark, Fiddler, and DNS lookup tools to identify root causes.
• Communication & Presence: Excellent relationship management skills with the ability to remain calm, composed, and articulate during high-pressure customer situations.
• Adaptability: A "quick study" with the ability to master new technologies rapidly in a fast-paced environment.
• Operational Excellence: Strong analytical and organizational skills; comfortable working both as a collaborative teammate and an independent contributor with minimal supervision.
• Customer Advocacy: A genuine passion for solving complex problems and advocating for customer success.

Okta is an Equal Opportunity Employer.

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

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