Technical Support Engineer

Okta
Mexico City
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Customer-first mentality","Initiative","Analytical skills","Relationship management","Communication"]

Serve as the primary technical support point of contact for Okta’s enterprise customers, taking end-to-end ownership of issues from initial troubleshooting through root-cause identification and resolution. Provide customer-first guidance within SLAs, help customers integrate and maintain Okta products, and collaborate with Engineering by documenting bugs. Act as a support subject-matter expert, maintain knowledge-sharing practices, and stay current on emerging technologies and best practices.

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FursaFursa
Okta
Okta
1 year ago

Technical Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Serve as the primary technical support point of contact for Okta’s enterprise customers, taking end-to-end ownership of issues from initial troubleshooting through root-cause identification and resolution. Provide customer-first guidance within SLAs, help customers integrate and maintain Okta products, and collaborate with Engineering by documenting bugs. Act as a support subject-matter expert, maintain knowledge-sharing practices, and stay current on emerging technologies and best practices.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Act as the primary point of contact for all support issues for Okta’s enterprise customers within published SLAs.
  • •Take end-to-end ownership of customer issues, including troubleshooting, root-cause identification, and resolution.
  • •Provide technical and non-technical direction to help customers integrate, deploy, and maintain Okta products.
  • •Serve as an internal and external point of contact for customer matters, ensuring issues are resolved expediently.
  • •Collect information, document bugs with Engineering, and function as a support subject-matter expert while contributing to knowledge repositories.

Key Requirements

  • •5+ years in customer support, technical support, system administration, or a related customer-facing role.
  • •BA/BS/MS in Computer Science, Management Information Systems, or a related discipline, or relevant professional experience.
  • •Networking knowledge across OSI Layers 3-7 with troubleshooting using tools like HAR/Fiddler, Packet/Wireshark, and reviewing logs/SIEM.
  • •Basic troubleshooting of protocols and services for cloud services (TCP/IP, DNS, TLS, certificates/PKI, HTTP servers, web browsers).
  • •Familiarity with MFA and federation/SSO (SAML/WS-Fed, OIDC) and experience working with RESTful APIs (cURL, Postman, SoapUI).
Education:Bachelor's
Skills:Customer-first mentalityInitiativeAnalytical skillsRelationship managementCommunication
Certifications:Network+Security+Cisco CCNACISSP
Tech Stack:OSI modelHARFiddlerPacketWiresharkSIEMSIEM logsTCP/IPDNSTLSCertificatesPKIHTTPWeb browsersMFASAMLWS-FedOIDCOktaPing Identity

Company Brief

Okta
Provides identity and access management cloud solutions that help organizations secure and manage user authentication, single sign-on, multi-factor authentication, and lifecycle management across applications and devices.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2009
WebsiteLinkedIn