Senior Federal Technical Support Engineer

POSITION DESCRIPTION:

The ideal Senior Federal Technical Support Engineer is an articulate and seasoned technical specialist who understands and can appreciate the unique challenges federal organizations face in implementing and integrating cloud technologies, particularly identity and access management (IAM) solutions, into their existing environments and business processes. You possess deep technical expertise in federal compliance standards and a customer-first mentality, with the motivation to take the initiative to own and resolve complex federal customer issues. You thrive in a dynamic, fast-growing, learning environment and recognize the critical importance of diversity and industry experience in serving our federal clients effectively.

JOB DUTIES AND RESPONSIBILITIES:

A Senior Federal Technical Support Engineer is the primary point of contact for all support-related issues for Okta's federal government customers. This TSE acts as the voice of the customer to ensure technical support and best practice guidance are provided within published SLAs and to the highest satisfaction levels, specific to federal requirements.

• Take end-to-end ownership of federal customer issues, including initial troubleshooting, reproduction, identification of root cause, and issue resolution, always considering federal security and compliance mandates.
• Meet or exceed federal customer expectations on response quality, timeliness of responses, and overall customer experience.
• Provide well-thought-out and reliable direction, both in technical and non-technical terms, to help federal customers integrate, deploy, and maintain Okta's suite of products within their highly regulated environments.
• Serve as an internal and external point of contact on federal customer matters and ensure customer issues are resolved as expediently as possible, often navigating complex government processes.
• Collect information and document bugs with Engineering for product issues that are impacting federal customers, ensuring all relevant compliance details are captured.
• Function as a Subject Matter Expert (SME) within support for Okta's suite of products, with a specialized focus on federal use cases and requirements.
• Contribute to and maintain a repository of federal-specific knowledge within support and promote a culture of team knowledge sharing and collaboration.
• Push creative thinking beyond the boundaries of existing industry-standard practices to come up with process improvements and new ways to delight federal customers, ensuring solutions are compliant and secure.
• Be a customer advocate for timely resolution of the problems reported, understanding the unique federal environment/network and impact on mission-critical business operations.
• Contribute to federal client retention and advocacy.
• Mentor junior engineers and formalize best practices related to federal engagements.
  
  

REQUIRED SKILLS:

• 5+ years of progressive experience in customer support, technical support, system administration, and/or a related customer-facing role, with a strong focus on federal government clients.
• Bachelor's degree in Computer Science, Management Information Systems, or a related discipline OR equivalent relevant professional experience.

Federal Specific:

• Proven experience working within or supporting federal government environments, understanding their unique operational models, organizational objectives, and security mandates.
• Familiarity with federal compliance standards such as FISMA, NIST (e.g., SP 800-63B), DoD STIGs, and FedRAMP (Moderate/High).

Technical Expertise:

• Extensive experience and underlying technical knowledge of authentication protocols such as Kerberos, SAML, OAuth/OIDC, SSO, and Federation.
• Proficiency in supporting and troubleshooting Active Directory and LDAP environments.
• Strong understanding of networking concepts (OSI Model Layers 4-7) and network troubleshooting tools (e.g., Wireshark).
• Hands-on experience with setup, administration, and support of Office 365 in an enterprise environment with a focus on 3rd party attribute sourcing and authentication federation.
• Extensive experience in troubleshooting REST APIs.
• Familiarity with PowerShell and working knowledge of SQL.
• Cross-platform OS knowledge including Mac OS X, Linux (experience with installation and configuration of applications within different Linux distributions), and Windows (Server/Desktop).
• Solid understanding of fundamental information security concepts and Zero Trust methodologies.

Customer & Problem-Solving Skills:

• Exceptional relationship management, customer service, and both written and verbal communication skills.
• Ability to work independently with little direct supervision and as a part of a team.
• Excellent analytical and organizational abilities, with the capability to remain calm, composed, and articulate when dealing with tough customer situations.
• Experience documenting customer issues via Salesforce or a similar CRM ticketing system.
• Experience translating customer issues into engineering-centric reports via bug reporting systems.
• Prior experience providing support to large enterprise customers, preferably with customer management interaction.

HIGHLY DESIRED SKILLS/EXPERIENCES:

• CISSP, CISM, CEH, or similar professional certification.
• Okta Professional and/or Okta Administrator Certifications.
• Experience with identity governance solutions.
• Prior experience mentoring or leading junior technical staff.
• Familiarity with other identity providers and security technologies.

ADDITIONAL REQUIREMENTS:

• U.S. Citizenship: This position requires the ability to access federal environments and/or have access to protected federal data. As a condition of employment for this position, the successful candidate must be able to submit documentation establishing U.S. Citizen status upon hire, and remain living in the U.S. while in this role.

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