Staff Customer Centric Engineer

2 weeks ago

Bengaluru, Karnataka, India Okta Full time ₹ 12,00,000 - ₹ 36,00,000 per year

We seek an experienced Software Engineer who will join a new elite team focusing on Customer-Centric Engineering. The Customer Centric Engineering (CCE) Team consists of high-performing Engineers who bring an 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 the trust of the internal engineering, support, and our customers. You'll take ownership and drive cross-functional response to critical technical incidents, acting as quarterback and customer advocate within R&D and representing the Technology organization to customers and our Support organization with timely and effective communication and collaboration. This role will also champion the development of internal troubleshooting tools for various teams.

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

Job Duties and Responsibilities:

  • 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 after-hours on-call rotation for critical customer escalations

Minimum Required Knowledge, Skills, and Abilities:

  • 8 + years of 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.
  • 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
  • Experience in the Identity/IAM space is a definite plus

Education and Training:

  • Bachelor's Degree majoring in computer science or equivalent

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