Senior Customer Centric Engineer, Federal

The Customer Centric Engineering Team

The Customer Centric Engineering (CCE) Team consists of high performing Customer Centric Engineers who bring unwavering focus on customer success within engineering. The team ensures customer success by troubleshooting, debugging, and proposing fixes to the most complex customer issues escalated by our last tier of Technical Support by earning trust of the internal engineering, support and customers.

The Senior Customer Centric Engineer Opportunity

We are looking for an experienced Software Engineer who will join the elite team that focuses on Customer Centric Engineering. You take ownership and will drive cross-functional response to critical technical incidents, acting as quarterback and customer advocate within R&D, and represent the Technology organization to customers and our Support organization with timely and effective communication and collaboration. This role at times may need to contribute to the development of internal troubleshooting tools and automation.

This role requires the abilities of both Software Engineer and Tier 3 Customer Support to act as an effective interlink and be able to understand the overall Okta infrastructure. Ideal candidates will share our passion and great pride in customer first culture.

  *This position requires the ability to access Impact Level 4 (IL4) data, as defined by the Department of Defense (DoD) Cloud Computing Security Requirements Guide.  As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Person status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee. 22 CFR 120.15) upon hire** 

What you’ll be doing 

• Troubleshoot, debug, analyze logs, profile code and propose bug fixes or architectural changes (within Okta or with regard to customer side integration or customization)
• Work closely with Dev teams to propose fixes or design changes
• Build and employ tools & automation where needed.
• Understand customer use cases, work with support and escalation teams closely to be an effective liaison between engineering and support
• Take complete ownership and follow-up on escalations
• Provide summary on status of various cases that are escalated to engineering
• Collaborate cross-functionally to solve hard technical problems
• Mentor and coach junior team members as we build out the team
• Identify opportunities to propose new troubleshooting or performance analysis tools for production operations staff
• Deep dive, insist on high standards and always put customers as the highest priority.
• Participate in rotation based weekend and after-hours on-call for critical customer escalations

What you’ll bring to the role

• US Person Status (e.g. a U.S. Citizen, National, Lawful Permanent Resident, Refugee, or Asylee)
• Industry experience working in a large scale, multi-tenant production environment
• Experience in a Customer Centric Engineering or sustaining team role
• Experience of working with Internet development technologies including Java, MySQL, Tomcat, SAML, OAuth, OIDC, REST, Public Cloud. 
• Strong communication and collaboration skills.
• Action oriented with strong analytical, and problem solving skills
• Highly adaptable, fast learner, and resourceful
• Dependable, motivated, self-starter with the ability to work independently to work independently.
• Experience in the Identity/IAM space is a definite plus.

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