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

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