Brisbane City, Queensland, au Computer and Mathematical Occupations
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Okta is the foundation for secure connections between people and technology. By harnessing the power of the cloud, Okta allows people to access applications on any device at any time, while still enforcing strong security protections. It integrates directly with an organization’s existing directories and identity systems, as well as 4,000+ applications.Because Okta runs on an integrated platform, organizations can implement the service quickly at large scale and low total cost. Thousands of customers, including Adobe, LinkedIn and Western Union, trust Okta to help their organizations work faster, boost revenue, and stay secure. To learn more about Okta, visit:
The Technical Support Engineer is an articulate and seasoned technical guru who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into complex IT environments across heterogeneous operating environments. If you have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues, and interest in working in a dynamic, high growth, learning environment, this role is for you.
DUTIES AND RESPONSIBILITIES:
Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy and maintain the Okta service.
Take end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution.
Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
Serve as internal and external point of contact on customer issues and ensure they are resolved as expediently as possible.
Collect information and document bugs with Engineering for product issues that are impacting customers.
Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
Create process or troubleshooting documentation in the support knowledge base.
Deliver against customer experience and efficiency targets.
Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers.
BA/BS/MS in Computer Science, Management Information Systems, or related discipline.
5+ years of customer support, technical support, system administration or related customer facing role.
Strong Fluency in both written and spoken Japanese and English
Expertise in core Microsoft product stack, including Windows Server, Windows Workstation, Active Directory, DNS, DHCP, Group Policies, DMZ, Load balancers and IIS.
Cross-platform OS knowledge [Linux, Mac OS X, Windows]
Skill in troubleshooting network problems and discussing network design as it pertains to systems
Providing Linux OS and Windows Server administration skills to maintain, manage, administer access, control and perform upgrades of the server infrastructure supporting all business and infrastructure host.
Installing and hardening Linux operating systems and for applying security and recommended patches on a regularly scheduled basis
Performing system modifications to accommodate hardware and OS version upgrade.
Real passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment. Ability to learn new technologies quickly. Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
Ability to work independently with little direct supervision and as a part of a team. Excellent analytical and organizational abilities. Ability to remain calm, composed and articulate when dealing with tough customer situations.