Manager, Mission Critical Support

United States

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.

JOB PURPOSE:

The Mission Critical Support Engineering (MCSE) team is focused on the support and success of Okta’s largest and most strategic customers, by providing dedicated Technical Support Engineering resources to these accounts.  

As the Manager of Mission Critical Support Engineering, you will have a strong technical background with a knowledge of best practices for building and scaling high performing support teams.  You will be responsible for leading a team charged with being the primary technical points of contact for some of the world’s largest organizations, whose most critical operations depend on Okta, and ensuring personalized value realization for each account.

DUTIES AND RESPONSIBILITIES:  

  • Develop Key Performance Indicators that benchmark and demonstrate the value of Mission Critical Support (MCS)
  • Ensure the database of customer use cases, flows, and other account specific attributes is regularly maintained and comprehensive
  • Ongoing incident analysis for trends and actionable outcomes in support of customer success
  • Account cross training to ensure fault tolerant Mission Critical Support (MCS) delivery during times of engineer unavailability
  • Serve as a point of escalation to facilitate accelerated issue resolution for Mission Critical customers
  • Work Cross-functionally to ensure smooth go-lives by obtaining additional organizational support as needed
  • Develop and maintain program collateral for sales and customer success team
  • Develop recruiting and on-boarding plan to ensure sufficient pipeline for new Mission Critical customer onboardings
  • Develop enablement plan to ensure existing Mission Critical Support Engineers evolve and grow their knowledge in tandem and in alignment with customer use cases and stay on the bleeding edge of new technologies
  • Participate and drive customer kick-off, business review, and ad-hoc meetings as needed
  • Develop a tailored proactive support plan for each Mission Critical Support customer
  • Deliver reporting to internal and external stakeholders as needed
  • Identify and document success best practices and customer references in support of further expansion of Mission Critical offering
  • Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements and new ways to delight customers
  • Participate in incident response on-call rotation

 

QUALIFICATIONS:

  • Ability to influence decision makers, internal and external stakeholders and peers
  • Experience supporting Fortune 100 enterprise businesses
  • Experience with large SaaS applications
  • 7+ years of customer support or consultancy services, with 2+ years in a managerial role heading a team servicing enterprise customers
  • A proven ability to develop and drive adherence and incremental year over year improvement on key performance indicators
  • A strategic thinker able to come up with out of the box data driven solutions to business problems
  • Strong work ethic with the ability to work in a dynamic environment
  • A customer first disposition focusing on customer success and transparency above all
  • Excellent relationship management, customer service and communication skills in variety of forms (written, live chat, conference calls, in-person)
  • Excellent analytical and organizational abilities both from a high level and deeply granular viewpoint
  • Familiarity with security or identity management is a strong plus
  • Experience with or a core understanding of public cloud services
  • Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist


Okta is an Equal Opportunity Employer.

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Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located.  We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live.  Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs.  Find your place at Okta https://www.okta.com/company/careers/. 

By submitting an application, you agree to the retention of your personal data for consideration for a future position at Okta.  More details about Okta’s privacy practices can be found at: https://www.okta.com/privacy-policy.

Below is the annual base salary range for candidates located in California, Colorado, New York and Washington. Your actual base salary will depend on factors such as your skills, qualifications, experience, and work location. In addition, Okta offers equity (where applicable), bonus, and benefits, including health, dental and vision insurance, 401(k), flexible spending account, and paid leave (including PTO and parental leave) in accordance with our applicable plans and policies. To learn more about our Total Rewards program please visit: https://rewards.okta.com/us.   

The annual base salary range for this position for candidates located in California (excluding San Francisco Bay Area), Colorado, New York, and Washington is between:$123,000—$167,000 USD The annual base salary range for this position for candidates located in the San Francisco Bay area is between: $138,000—$206,000 USD

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

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! https://www.okta.com/company/careers/.

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 participate in the job application or interview process, please use this Form to request an accommodation.

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Okta
The foundation for secure connections between people and technology

Okta is the leading independent provider of identity for the enterprise. The Okta Identity Cloud enables organizations to securely connect the right people to the right technologies at the right time. With over 7,000 pre-built integrations to applications and infrastructure providers, Okta customers can easily and securely use the best technologies for their business. More than 18,800 organizations, including JetBlue, Nordstrom, Slack, T-Mobile, Takeda, Teach for America, and Twilio, trust Okta to help protect the identities of their workforces and customers.

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