Manager, Developer Support Engineering

4 weeks ago

bangalore, India Okta, Inc. Full time

Get to know Okta

Okta is The World’s Identity Company. We free everyone to safely use any technology—anywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. 
At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - we’re looking for lifelong learners and people who can make us better with their unique experiences. 
Join our team We’re building a world where Identity belongs to you.

Position Description

Okta is looking for an intellectually curious, customer-centric, hands-on Developer Support Manager to lead a team of developer support engineers in assisting customers and the wider Okta developer community in debugging and integrating Okta solutions into their infrastructure. 

A successful candidate will be someone with proven technical skills who is customer and community-focused. We’re looking for a candidate who can lead our developer support team to help our diverse range of developers resolve their technical issues, while also advocating for developers to our product and engineering teams. Your work will be cross-functional and involve working with Customer Support, Product Management, Engineering, Professional Services, and Sales teams every week.

Job Duties and Responsibilities

Drive Okta Developer Support KPIs & SLAs  Establish clear priorities, expectations, and accountability for individuals and team Drive execution and expand the delivery of developer support to Okta customers and the developer community around the globe Work with the Director, Team Leads, and Solutions Architect to help identify opportunity areas where process change and reengineering can significantly impact efficiency and quality of development support team to help drive improvement to customer satisfaction. Collaborate with Customer support, Engineering and Professional Services teams, Senior Engineering and Support Management, Architects, and Technical Operations teams to help identify issues, integrate, define and refine core product functionality Help define and document development support processes to deliver optimum customer experience and help deliver on all targets such as Customer Satisfaction, Quality, Productivity, Response & Resolve times. Foster collaborative, engaging, and inclusive team environments and provide regular feedback, technical guidance, and mentoring to team members Produce reporting that demonstrates support team effectiveness to other departments and senior leadership Develop and support career paths within the Support team, and maintain and improve our culture by sourcing and hiring only the most qualified individuals with an eye towards diversity & inclusion Develop and maintain new and existing documentation of support procedures and case analytics Facilitate and participate, if necessary, in after hours/weekend on call rotation for critical customer cases

Qualifications 

8+ years of experience in developing and supporting the deployment of enterprise and/or consumer cloud software 3+ years of hands-on experience leading a developer support team Experience working with support, product, and program managers to align on objectives, priorities, trade-offs, and risks for customers Demonstrated ability to program in one statically typed (C++, .NET, Java) and one dynamically typed language (Python, Ruby, PHP, JavaScript.) Excellent communication and collaboration skills for technical discussions Ability to initiate and drive data-driven conversations Ability to work effectively with distributed teams and people of various backgrounds Excellent customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person.) 

Preferred skills

Experience leading or implementing identity access management (IAM) projects Experience or knowledge of cloud computing services such as AWS/Azure/GCP Experience supporting REST APIs Experience managing a framework/platform team Experience coordinating and collaborating with different parties in developing a large scale project Excellent communication skills while working with all levels of engineering management, customer support, and technical operations Knowledge of network security, encryption, identity, and provisioning is a plus

Education and Training

Bachelor’s Degree with a major in computer science or equivalent

What you can look forward to as an Full-Time Okta employee

Amazing Benefits Making Social Impact Fostering Diversity, Equity, Inclusion and Belonging at Okta 

Okta cultivates a dynamic work environment, providing the best tools, technology and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today .

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