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Senior Technical Support Engineer - Federal (Night Shift)

Okta, Inc.Bellevue, Washington; Chicago, Illinois; Washington, DC
On-site Full-time $114K/yr - $157.3K/yr

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Experience Level

Senior

Qualifications

Required Skills: Professional Background: A minimum of 5 years of experience in enterprise technical support or a comparable customer-focused technical role. Identity & Access Management (IAM): Practical experience supporting IAM solutions, with a strong grasp of protocols such as SAML, SSO, LDAP, and WS-Federation.

About the job

About Okta Federal

Okta secures identity for both AI and human users, providing trusted infrastructure for organizations navigating complex security challenges. The Federal team supports the U. S. Government’s identity infrastructure, focusing on excellence and real-world impact.

Role Overview

The Senior Technical Support Engineer - Federal (Night Shift) works directly with federal customers, supporting critical Identity and Access Management (IAM) systems in FedRAMP High and Moderate environments. This position is part of the frontline support team, handling technical issues for U. S. Federal Government clients.

Key Responsibilities

  • Work Monday through Friday, 3 PM to Midnight Pacific Time.
  • Participate in regular on-call rotations, including weeklong, weekend, and holiday coverage.
  • Provide end-to-end ownership of customer issues: from first contact, through troubleshooting and root cause analysis, to final resolution.
  • Act as a customer advocate, ensuring business impacts are understood and problems are resolved promptly.
  • Consistently meet or exceed KPIs for response quality, timeliness, and customer satisfaction.
  • Serve as the main point of contact for both internal and external stakeholders to facilitate efficient issue resolution.
  • Work with Engineering to gather details and document product issues affecting customers.

Requirements

  • U. S. citizenship and residency on U. S. soil (required due to federal contract requirements).
  • Extensive experience with Identity and Access Management (IAM) systems.
  • Background working in FedRAMP High or Moderate environments.

Locations

Bellevue, Washington; Chicago, Illinois; Washington, DC

About Okta, Inc.

Okta is a leading identity management service that helps organizations securely connect their users to the right applications with the right access. Our commitment to innovation and security enables organizations to embrace technological advancements with confidence.

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