The Business Technology Team

This role joins the Business Technology organization and plays a critical part in realizing our vision to accelerate the delivery of business outcomes across Okta by driving clarity, collaboration, and accountability in everything we do. We enable the broader Business Technology organization in the mission to “Accelerate Okta’s Scale and Growth”.

The Senior IT Support, Executive Support Opportunity

Okta provides a world-class executive technology experience by offering the best white glove support and service. This Sr. Executive Support Engineer will provide frictionless support, share best practices, and be a trusted advocate for our executives. A successful Sr. Executive Support Engineer must have a strong understanding of common internet and SaaS applications (browsers, Slack, Google Workspace, Office, Okta), hardware (Apple/Windows), mobile phones and devices, networks, and operating systems. This Sr. Executive Support Engineer will also drive a best-in-class onboarding experience for all our new executives. The ideal candidate will also have great attention to detail and will be comfortable working in a fast-paced environment. 

Our goal is to make sure that our executive audience has an amazing technology experience and that they have everything they need to be successful. 

What you’ll be doing 

• Provide daily onsite and remote IT support for our executive employees and their administrative assistants
• Consistently meet and/or exceed SLA expectations and deliverables
• Break/Fix support as issues are discovered and resolving issues in a timely manner
• Proactively look for opportunities to increase customer and team productivity
• Effectively communicate with our executive customers and stakeholders with empathy and a customer first mindset
• Identify root cause of issues and document in RCA documents
• Create knowledge articles and videos to enable our team and executive customers with technology best practices
• AV event support during executive meetings and smaller meetings in event spaces
• Troubleshoot and resolve issues related to iOS and Android platforms, ensuring high availability and optimal performance of executive mobile devices.
• Provide white glove support for senior leadership and critical meetings, both onsite and remotely.
• Drive a seamless and amazing onboarding experience for our new executives
• Responsible for providing in person and remote support to our executive staff. Requests will come in a variety of forms such as tickets, walkups, Slack, and email. 
• Strive to resolve all executive employee support interactions on first touch, whenever possible, while proactively and conscientiously balancing competing demands in a fast-paced environment
• Assist with projects as assigned
• Ability and willingness to travel up to 25% of time to other Okta offices or for offsite events
• Bring a positive and fun spirit to the work you do each and every day 

What you’ll bring to the role

• 5 years experience with Mac and PC technical support 
• 5 years experience working in a heavily SaaS based environment with responsibility managing user/role based access to systems 
• 4 years supporting executive level customers in corporate environments
• 4 years supporting AV events in corporate environments
• Experience with Zoom and Zoom phone
• Flexible for early morning coverage and some late evening support
• Experience with high priority escalations and high-pressure situations
• Strong ability to multi-task and successfully coordinate multiple projects simultaneously; ability to prioritize activities effectively, while ensuring a high level of accuracy and attention to detail
• Excellent communication skills and customer service attitude
• High level of integrity and ability to work discreetly in situations where you may have access to sensitive information
• Self-starter with initiative and a high 'figure it out' factor 
• Proven desire to take ownership of tasks and projects and follow through to completion

#LI-RA1