Technical Support Manager

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 flexible and neutral products, Okta Platform and Auth0 Platform, provide secure access, authentication, and automation, placing identity at the core 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.

JOB PURPOSE:

Are you a visionary leader who likes to build and develop high-performing teams? Are you a tireless customer

champion? If so, we want you as a Manager of Technical Support APAC at Okta.

The Okta Customer Support Team is focused on making Okta customers, developers, and partners successful by

advocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality service they

expect.

As the Manager, you will grow, develop and motivate a team of technical experts and lead day-to-day operations of

the Support team. Day-to-day operations include facilitating the resolution of most cases, spearheading

engagement with development engineering. The ultimate outcomes you'll be contributing to are an unparalleled

customer experience coupled with excellent efficiency and efficacy.

DUTIES AND RESPONSIBILITIES:

• Deliver excellent partner and customer satisfaction and meet/exceed all operational and customer satisfaction targets.
• Build tools and processes that proactively identify the need for intervention and reactively respond to
• situations requiring technical assistance.
• Work closely with the Development Engineering team, including bug reporting/resolution processes.
• Conduct case reviews to help accelerate closure of support cases and to identify case handling issues;
• provide feedback to engineers and management, as needed.
• Grow the team and deliver against people goals, such as employee growth, retention, and satisfaction.
• Ensure team readiness for supporting new products and services.
• Measure, maintain and improve delivery processes to increase efficiency and customer experience.
• Plan staffing requirements and hire skilled team members to meet business goals.
• Provide regular employee coaching and ongoing guidance to help employees achieve career development
• aspirations.
• Analyze data and surface insights from escalations to advocate on behalf of customers, drive
• decision-making to improve products and processes, and drive long-term customer and partner loyalty.
• Participate in production incident on-call rotation
• Partner with escalations team to drive high priority escalated customer issues to resolution
• Partner with Customer Success and Professional services delivery teams, to ensure customers are provided an exceptional customer experience

QUALIFICATIONS:

• 5+ years of experience in technical support managerial capacity, preferably in a global software support organisation.
• A bachelor's Degree, preferably in a technical discipline, is a plus.
• A strategic thinker, able to come up with out-of-the-box solutions, while also having strong operational
• excellence skills to be able to drive strong execution of the team's vision and operational metrics.
• Experience in leading local and remote support engineers
• Strong oral and written communication skills and be effective at collaborating with a wide variety of
• individuals.
• Ability to influence others, including those outside of the immediate team.
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
• Strong, data-driven problem resolution and decision-making skills.
• Ability to proactively identify risks and dependencies and put in place plans to mitigate them.
• Adaptability, flexibility, and the conviction to "do the right thing" under stress, high tension, and tight
• deadlines.
• Experience with, or understanding of, large-scale software deployments.
• Must be a strong leader with the ability to attract, motivate, retain and develop people.
• Familiarity with the security or identity management industry is a strong plus.
• Strong work ethic and ability to work in a dynamic environment.

#LI-Hybrid

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

• Amazing Benefits
• Making Social Impact
• Developing Talent and Fostering Connection + Community 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

Some roles may require travel to one of our office locations for in-person onboarding.

Okta 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.

If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.

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