Technical Support Engineer - Federal (Night Shift)

Okta • Chicago, WA

3d • Hybrid

About The Position

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.

Requirements

• 5+ years of experience in enterprise technical support or a similar high-touch, customer-facing technical role.
• Hands-on experience supporting IAM solutions, including deep familiarity with protocols such as SAML, SSO, LDAP, and WS-Federation.
• Advanced knowledge of Active Directory, Entra ID (Azure AD), and Okta.
• Troubleshooting synchronization errors.
• Managing complex group membership logic.
• Overseeing cross-platform identity lifecycle management.
• Experience supporting major SaaS applications, including Office 365, Google Workspace, Salesforce, and Workday.
• Proven ability to isolate and resolve network-layer impediments.
• Skilled in leveraging diagnostic utilities such as Wireshark, Fiddler, and DNS lookup tools to identify root causes.
• Excellent relationship management skills with the ability to remain calm, composed, and articulate during high-pressure customer situations.
• A "quick study" with the ability to master new technologies rapidly in a fast-paced environment.
• Strong analytical and organizational skills; comfortable working both as a collaborative teammate and an independent contributor with minimal supervision.
• A genuine passion for solving complex problems and advocating for customer success.
• Working Hours: Monday through Friday, 1500 to 0000 (3PM – Midnight) Pacific Time.
• Regular weeklong and weekend on-call rotations as well as rotating holiday coverage are part of this position.
• 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.

Responsibilities

• Manage customer issues from initial contact through troubleshooting and root cause identification to final resolution.
• Act as a bridge between the customer and the company, ensuring a deep understanding of business impacts and driving timely problem resolution.
• Consistently meet or exceed KPIs related to response quality, timeliness, and the overall customer experience.
• Serve as the primary point of contact for internal and external stakeholders to ensure issues are resolved as expediently as possible.
• Partner with the Engineering team to collect detailed information and document bugs for product issues impacting the customer base.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 1,001-5,000 employees