What You’ll Do:

• Take end-to-end ownership of customer questions and issues, including troubleshooting, root cause identification, and resolution

• Write code and scripts using Okta APIs and SDKs to build user scenarios and reproduce issues

• Collect information, document bugs, and collaborate with Engineering on API and product issues

• Provide feedback to training and documentation teams to address common or emerging issues proactively

• Meet or exceed customer expectations on response quality, timeliness, and overall experience

• Deliver against customer experience and efficiency targets

• Communicate effectively with customers through multiple channels (written, live chat, calls, in-person)

• Identify process improvements and push creative thinking beyond industry standard practices

• Support customers 24/7 across 3 shifts

What We’re Looking For: