Sr. Manager, Technical Support

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:

Are you a visionary leader passionate about building high-performing, customer-centric teams? Do you thrive on solving complex challenges and driving operational excellence? If so, Okta is looking for you to join our Global Customer Support organization as a Sr. Manager of Technical Support, reporting to the Sr. Director of Support for the Americas. This role is based in Mexico City. 

At Okta, our mission is to make our customers and partners wildly successful. The Customer Support team plays a critical role in this mission by advocating for customers, resolving technical issues efficiently, and ensuring a best-in-class support experience.

As Sr. Manager, you will lead a team of technical support engineers responsible for delivering exceptional support for our products. You’ll own daily operations, drive case resolution, foster cross-functional collaboration with Engineering, Product and other cross functional teams, and continuously improve Support delivery. Your leadership will directly impact customer satisfaction, operational efficiency, and team development—contributing to a support experience that sets the industry standard.

DUTIES AND RESPONSIBILITIES

• Deliver excellent partner and customer satisfaction and meet/exceed all operational and satisfaction targets.
• Build tools and processes that proactively identify the need for intervention and reactively respond to situations requiring technical assistance.
• Conduct case reviews to help accelerate closure of support cases and to identify case handling issues; provide feedback to engineers and management, as needed.
• Build a team and deliver against people goals, such as employee growth, retention, and satisfaction.
• Ensure team readiness for supporting new products and services.
• Measure, maintain and improve delivery processes to increase efficiency and customer experience.
• Plan staffing requirements and hire skilled team members to meet business goals.
• Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations.
• Analyze data and surface insights from escalations to advocate on behalf of customers, drive decision making to improve products and processes, and drive long term customer and partner loyalty.
• Participate in holiday on-call rotation.
• Partner with escalations team to drive high priority escalated customer issues to resolution.

QUALIFICATIONS:

• 8+ years of experience in technical support and 5+ years in a managerial capacity.
• A strategic thinker, able to come up with out of the box solutions, while also having strong operational excellence skills to be able to drive strong execution of the team’s vision and operational metrics.
• Strong oral and written communication skills and be effective at collaborating with a wide variety of individuals.
• Ability to influence others, including those outside of the immediate team.
• Ability to handle conflict and drive agreement on decisions for which conflicting opinions and input exist.
• Strong, data driven problem resolution and decision-making skills.
• Ability to pro-actively identify risks and dependencies and put in place plans to mitigate them.
• Adaptability, flexibility and the conviction to “do the right thing” under stress, high tension and tight deadlines.
• Experience with, or understanding of, large scale software deployments.
• Must be a strong leader with the ability to attract, motivate, retain and develop people.
• Familiarity with the security or identity management industry is a strong plus.
• Strong work ethic and ability to work in a dynamic environment.
• Bachelor’s Degree, preferably in a technical discipline or relevant professional experience. Master’s degree/MBA is a plus.

This position requires you to be based within 80 km of the Polanco neighborhood, and will have some travel required.

Okta’s Top 5 Core Leadership Competencies are part of the deeply ingrained principles that guide all of our company’s actions. They also align strongly to our cultural cornerstones, our Okta values: love our customers, empower our people, never stop innovating, act with integrity, and maintain transparency. It’s our expectation that our managers and leaders embody these core competencies:

• Builds Effective Teams: Building strong-identity teams that apply their diverse skills and perspectives to achieve common goals.          
• Demonstrates Self-Awareness (EQ): Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
• Develops Talent: Developing people to meet both their career goals and the organization’s goals.
• Drives Results: Consistently achieving results, even under tough circumstances.
• Strategic Mindset: Seeing ahead to future possibilities and translating them into breakthrough strategies.

#LI-Hybrid
#LI-MM

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

• Amazing Benefits
• Making Social Impact
• Developing Talent and Fostering Connection + Community at Okta

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/.

Some roles may require travel to one of our office locations for in-person onboarding.

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.

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