Job Title: SSE - Okta Support
Location: Bangalore
Job Description:
We are looking for a highly skilled Level 2 Engineer with expertise in Okta to join our dynamic support team. As a Level 2 Engineer specializing in Okta support, you will be responsible for providing technical assistance and advanced troubleshooting for complex Okta-related issues. You will work closely with customers, and other internal stakeholders to resolve escalated tickets and ensure timely resolution of Okta platform issues.
Responsibilities:
Provide support for Okta-related incidents, service requests, and escalations from support teams.
Diagnose and troubleshoot complex Okta authentication, authorization, and integration issues reported by customers and internal stakeholders.
Analyze Okta system logs, event data, and other diagnostic information to identify root causes of problems and implement effective solutions.
Collaborate with cross-functional teams including engineering, product management, and security to resolve Okta-related issues and improve platform reliability.
Develop and maintain technical documentation, knowledge base articles, and troubleshooting guides for Okta support processes and best practices.
Participate in on-call rotation and provide after-hours support for critical Okta incidents and service disruptions.
Work closely with Okta support representatives and escalate issues to Okta support as needed, following up on escalated cases until resolution.
Identify opportunities for automation, process improvement, and optimization of Okta support workflows to increase efficiency and customer satisfaction.
Stay updated with the latest Okta features, enhancements, and best practices to provide proactive support and guidance to customers.
Assist in customer onboarding, implementation, and configuration of Okta solutions as needed.Qualifications:
Bachelor's degree in Computer Science, Information Technology, or related field.
4+ years of experience in a technical support role, with a focus on Okta Identity and Access Management (IAM) solutions.
Strong understanding of Okta products and services, including Okta Identity Cloud, Single Sign-On (SSO), Multi-Factor Authentication (MFA), and User Lifecycle Management.
Experience with troubleshooting SAML, OAuth, LDAP, and other authentication protocols and standards.
Proficiency in analyzing Okta system logs, API calls, and network traffic for troubleshooting purposes.
Excellent problem-solving skills and the ability to analyze and resolve complex technical issues independently.
Strong communication and interpersonal skills with the ability to interact effectively with customers, colleagues, and vendors.
Okta certifications such as Okta Certified Professional (OCP) or Okta Certified Administrator (OCA) are preferred.
Familiarity with cloud platforms (e.g., AWS, Azure) and web application security principles is a plus.
Experience with ticketing systems (e.g., ServiceNow) and ITIL practices is advantageous.
Your future duties and responsibilities
Required qualifications to be successful in this role
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