Technical Support Engineer - Federal (Night Shift)

at Okta

Bellevue, Chicago, Washington DC, United States

Secure Every Identity, from AI to Human

Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence.

This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk.

Position Description:

Okta Federal is searching for a performance-driven Sr. Federal Technical Support Engineer - an engineer with a deep specialization in Identity and Access Management (IAM) and FedRAMP High/Moderate environments. In this role, you will be part of a frontline team supporting the identity infrastructure of the U.S. Federal Government.

Role Responsibilities and Requirements:

Working Hours: Monday through Friday, 1500 to 0000 (3PM – Midnight) Pacific Time.
Holidays / On-Call: Regular weeklong and weekend on-call rotations as well as rotating holiday coverage are part of this position.
Citizenship Status: Due to the nature of this role working with Federal government entities, the ideal candidate must be a U.S. Citizen residing on U.S. soil.
End-to-End Ownership: Manage customer issues from initial contact through troubleshooting and root cause identification to final resolution.
Customer Advocacy: Act as a bridge between the customer and the company, ensuring a deep understanding of business impacts and driving timely problem resolution.
Service Excellence: Consistently meet or exceed KPIs related to response quality, timeliness, and the overall customer experience.
Cross-Functional Collaboration: Serve as the primary point of contact for internal and external stakeholders to ensure issues are resolved as expediently as possible.
Technical Documentation: Partner with the Engineering team to collect detailed information and document bugs for product issues impacting the customer base.

Required Skills:

Professional Background: 5+ years of experience in enterprise technical support or a similar high-touch, customer-facing technical role.
Identity & Access Management (IAM): Hands-on experience supporting IAM solutions, including deep familiarity with protocols such as SAML, SSO, LDAP, and WS-Federation.
Directory Services: Advanced knowledge of Active Directory, Entra ID (Azure AD), and Okta. You should be an expert in:

Troubleshooting synchronization errors.
Managing complex group membership logic.
Overseeing cross-platform identity lifecycle management.

Cloud Ecosystems: Experience supporting major SaaS applications, including Office 365, Google Workspace, Salesforce, and Workday.
Network Diagnostics: Proven ability to isolate and resolve network-layer impediments.
Tooling: Skilled in leveraging diagnostic utilities such as Wireshark, Fiddler, and DNS lookup tools to identify root causes.
Communication & Presence: Excellent relationship management skills with the ability to remain calm, composed, and articulate during high-pressure customer situations.
Adaptability: A "quick study" with the ability to master new technologies rapidly in a fast-paced environment.
Operational Excellence: Strong analytical and organizational skills; comfortable working both as a collaborative teammate and an independent contributor with minimal supervision.
Customer Advocacy: A genuine passion for solving complex problems and advocating for customer success.

Okta is an Equal Opportunity Employer.

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.

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Below is the annual base salary range for candidates located in California (excluding San Francisco Bay Area), Colorado, Illinois, 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, Illinois, New York, and Washington is between:

$114,000—$157,300 USD

The Okta Experience

We are intentional about connection. Our global community, spanning over 20 offices worldwide, is united by a drive to innovate. Your journey begins with an immersive, in-person onboarding experience designed to accelerate your impact and connect you to our mission and team from day one.

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.

Notice for New York City Applicants & Employees: Okta may use Automated Employment Decision Tools (AEDT), as defined by New York City Local Law 144, that use artificial intelligence, machine learning, or other automated processes to assist in our recruitment and hiring process. In accordance with NYC Local Law 144, if you are an applicant or employee residing in New York City, please click here to view our full NYC AEDT Notice.

Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Personnel and Job Candidate Privacy Notice at https://www.okta.com/legal/personnel-policy/.