{"id":1597863,"url":"https://alion.io/job/okta-technical-support-engineer","title":"Technical Support Engineer","company":{"id":4990,"name":"Okta","domain":"okta.com","url":"https://alion.io/company/okta","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"B","score":84,"open_postings":94,"ghost_share":0,"stale_share":0.649,"repost_share":0,"time_to_fill_p50_days":46,"computed_at":"2026-10-03T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Mexico City, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"AWS","optional":false},{"name":"Azure","optional":false},{"name":"Bash","optional":false},{"name":"DNS","optional":false},{"name":"Jira","optional":false},{"name":"Linux","optional":false},{"name":"Machine Learning","optional":false},{"name":"Okta","optional":false},{"name":"Ping Identity","optional":false},{"name":"PKI","optional":false},{"name":"Postman","optional":false},{"name":"PowerShell","optional":false},{"name":"SIEM","optional":false},{"name":"SoapUI","optional":false},{"name":"TCP/IP","optional":false},{"name":"Windows","optional":false},{"name":"Windows Server","optional":false},{"name":"Wireshark","optional":false},{"name":"Zero Trust","optional":false}],"status":"live","first_seen_at":"2025-04-04T18:53:43Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-04T01:35:07Z","board_verified":true,"closed_at":null,"days_open":547,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":546},"description":"Secure Every Identity, from AI to Human\n Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.\nThis is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.\nPosition Description:\nThe ideal Technical Support Engineer is an articulate and seasoned technical specialist who understands and can appreciate the challenges organizations face in implementing and integrating cloud technologies into their existing on-premise or hosted user stores. You have technical depth and a customer-first mentality, the motivation to take the initiative to own and resolve customer issues, and an interest in working in a dynamic, fast-growing, learning environment.\nJob Duties and Responsibilities:\nA Technical Support Engineer is the primary point of contact for all support related issues for Okta’s enterprise customers. A TSE acts as the voice of the custom to ensure technical support and best practice guidance are provided within published SLAs. \nTake end-to-end ownership of customer issues, including initial troubleshooting, identification of root cause, and issue resolution. \nMeet or exceed customer expectations on response quality, timeliness of responses, and overall customer experience.\nProvide well-thought-out and reliable direction, both in technical and non-technical terms, to help customers integrate, deploy, and maintain Okta’s suite of products.\nServe as an internal and external point of contact on customer matters and ensure customer issues are resolved as expediently as possible.\nCollect information and document bugs with Engineering for product issues that are impacting customers. \nFunction as a subject matter expert within support for Okta’s suite of products\nContribute to and maintain repository of knowledge within support and promote a culture of team knowledge share and collaboration within the directories product support group\nStay up to date on emerging technologies, industry trends and best practices around the most common directory solutions and Okta’s interlock with them\nPush creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight customers.\nBe a customer advocate for timely resolution of the problems reported, understand the environment/network and impact on business\nRequired Skills:\n5+ years of customer support, technical support, system administration, or related customer-facing role\nBA/BS/MS in Computer Science, Management Information Systems, or related discipline, or relevant professional experience.\nFamiliarity with networking at OSI Model Layers 3-7, and troubleshooting through use of appropriate tools (HAR/Fiddler captures, Packet/Wireshark captures, Reviewing application logs, SIEM logs, etc.)\nBasic ability troubleshooting common protocols and services for cloud-based services (TCP/IP, DNS, TLS, certificates/PKI, HTTP servers, Web browsers, etc.)\nFamiliarity with various Multi-factor authentication (MFA) technologies\nFamiliarity with federation/SSO technologies and applications (SAML/WS-Fed, OIDC, and products like Okta, Ping Identity, ADFS, etc.)\nFamiliarity with products and services used in a zero-trust modelled environment\nExperience working with RESTful services via APIs with appropriate tools (cURL, Postman, SoapUI or similar)\nBasic knowledge with Powershell/cmd, Bash, and common command-line tools\nCertifications such as Network+, Security+, Cisco CCNA, CISSP\nExperience with configuring enterprise applications in cloud and on-prem environments\nExperience with troubleshooting desktop applications across Windows, Mac OS, and Linux\nFamiliarity with cloud based directory services (Okta Universal Directory, Azure Active Directory)\nFamiliarity with Active Directory in on-premise environments\nExcellent relationship management, customer service, and communication skills in a variety of forms (written, live chat, conference calls, in-person.)\nAbility 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.\nAbility to provide high quality notes and documentation when tracking work in a ticketing/case management system (Salesforce, Jira, Service-Now, etc.)\nAbility to provide high quality knowledge transfer, such as creating or updating knowledgebase articles, giving demonstrations, learning session presentations, etc.\nExperience translating customer issues into engineering centric reports via JIRA or other bug reporting systems\nPrior experience providing support to large enterprise customers preferably with customer management interaction.\nBonus Preferred:\nMicrosoft certifications related to Azure, Office 365, Windows, Windows Server\nExperience with setup, administration, and support of Office 365 in an enterprise environment with a focus on federation, and features like Autopilot, Windows Hello\nAWS/Google/Microsoft cloud certifications\n#P7997_3101360\nThe Okta Experience\nSupporting Your Well-Being \nDriving Social Impact \nDeveloping Talent and Fostering Connection + Community\nWe are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.\nOkta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and convictions records, consistent with applicable laws.\nIf reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.\nNotice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.","description_format":"text","description_chars":6795,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Identity Management","E-learning"],"lifecycle":[{"event":"open","at":"2026-10-01T18:15:48Z"}],"visa":[],"liveness":{"score":2,"band":"cold","label":"Long shot","p_open":1,"p_active":0.071,"p_room":0.28,"age_days":546,"expected_fill_days":46,"reasons":["conf:16","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-03T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/okta-technical-support-engineer","json_url":"https://alion.io/job/okta-technical-support-engineer.json","meta":{"generated_at":"2026-10-04T02:11:27Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":3029,"day_limit":5000,"remaining_today":1971,"minute_limit":60,"resets_at":"2026-10-05T00:00:00Z"}}}