Senior Director, Developer Support (San Francisco, CA)(Remote, Eligible)

Last updated an hour ago
Location:San Francisco, California
Job Type:Full Time

Job Purpose:

Do you get excited about helping developers get their applications up and running? We view it as our mission to ensure that developers of all kinds can be successful embedding Okta in their applications. From developers integrating Okta into their homebrew hobby app for the first time, to engineers at popular technology companies who are building the world’s most popular internet-scale sites. Okta is the foundational identity platform for developers of all kinds.

And it’s our Developer Support Engineers who make much of this possible. With a maniacal focus on developer success, they work diligently to help customers integrate and build on top of the Okta Identity Cloud.

Okta is looking for an experienced Sr. Director, Developer Support to lead our talented team of Developer Support Engineers. The ideal candidate is an innovative leader who will lead from the front, and will help us innovate in our tools, processes and problem solving capacity. This leader will work closely with product and engineering teams to identify bugs, squash issues, and find ways to improve Okta’s platform for developers.

Duties & Responsibilities

  • Lead and manage a global team of 10+ Developer Support Engineers who are focused on making developers successful.
  • Work closely with product management and engineering leadership to provide a thoughtful feedback loop around case trends and analysis.
  • Provide leadership for Case Management amongst Developer Support Engineers, including identifying cases for de-escalation and re-prioritization.
  • Deliver new KPIs to measure team efficacy, including measures for CSAT and time to close.
  • Demonstrated ability to identify process and team improvements, including scaling a support function to support explosive growth of Okta’s developer community.
  • Proven ability to create internal and external documentation.

Qualifications

  • 10+ years of support/escalation management experience
  • Ability to work and communicate effectively with internal and external executives
  • You’re an expert in managing escalated accounts, and can drive scale in incident handling across a rapidly growing team.
  • You have a deep understanding of the enterprise technology stack, and have demonstrated proficiency in writing code in a few different languages (Python, JavaScript, PHP, Java, etc.)
  • You can demonstrate a working knowledge of APIs and SDKs.

Okta is an Equal Opportunity Employer

Okta is rethinking the traditional work environment, providing our employees with the flexibility to be their most creative and successful versions of themselves, no matter where they are located. We enable a flexible approach to work, meaning for roles where it makes sense, you can work from the office, or from home, regardless of where you live. Okta invests in the best technologies and provides flexible benefits and collaborative work environments/experiences, empowering employees to work productively in a setting that best and uniquely suits their needs. Find your place at Okta https://www.okta.com/company/careers/.

#LI-SS1

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at this company are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • HIV/AIDS
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.