Job
Description
JOB PURPOSE:
Are you a visionary leader who likes to build and develop high-performing teams? Are you a tireless customerchampion? If so, we want you as a Manager of Technical Support APAC at Okta.The Okta Customer Support Team is focused on making Okta customers, developers, and partners successful byadvocating on their behalf, resolving technical issues and challenges, and maintaining the high-quality service theyexpect.As the Manager, you will grow, develop and motivate a team of technical experts and lead day-to-day operations ofthe Support team. Day-to-day operations include facilitating the resolution of most cases, spearheadingengagement with development engineering. The ultimate outcomes youll be contributing to are an unparalleledcustomer experience coupled with excellent efficiency and efficacy.DUTIES AND RESPONSIBILITIES:
Deliver excellent partner and customer satisfaction and meet/exceed all operational and customer satisfaction targets.Build tools and processes that proactively identify the need for intervention and reactively respond tosituations requiring technical assistance.Work closely with the Development Engineering team, including bug reporting/resolution processes.Conduct case reviews to help accelerate closure of support cases and to identify case handling issues;provide feedback to engineers and management, as needed.Grow the 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 ongoing guidance to help employees achieve career developmentaspirations.Analyze data and surface insights from escalations to advocate on behalf of customers, drivedecision-making to improve products and processes, and drive long-term customer and partner loyalty.Participate in production incident on-call rotationPartner with escalations team to drive high priority escalated customer issues to resolutionPartner with Customer Success and Professional services delivery teams, to ensure customers are provided an exceptional customer experience
QUALIFICATIONS:
5+ years of experience in technical support managerial capacity, preferably in a global software support organisation.A bachelors Degree, preferably in a technical discipline, is a plus.A strategic thinker, able to come up with out-of-the-box solutions, while also having strong operationalexcellence skills to be able to drive strong execution of the teams vision and operational metrics.Experience in leading local and remote support engineersStrong oral and written communication skills and be effective at collaborating with a wide variety ofindividuals.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 proactively 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 tightdeadlines.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.
