Technical Support Engineer (Identity Security)

Location: Hybrid in Mexico City, Mexico

Company

Okta provides identity and access management infrastructure that helps organizations secure users, applications, and AI-enabled environments.

What you will do

• Own enterprise customer issues end to end, from initial troubleshooting and root-cause analysis through resolution.
• Provide technical and non-technical guidance for integrating, deploying, and maintaining Okta products.
• Investigate customer environments, networks, logs, and application behavior to resolve complex support cases within published SLAs.
• Document product-impacting bugs and translate customer issues into engineering-focused reports.
• Maintain support knowledge bases, create documentation, and contribute to knowledge-sharing sessions.
• Act as a subject-matter expert and customer advocate while improving support processes and customer experience.

Requirements

• 5+ years of experience in customer support, technical support, system administration, or a related customer-facing role.
• Degree in Computer Science, Management Information Systems, or a related field, or equivalent professional experience.
• Experience troubleshooting networking and cloud services, including OSI Layers 3–7, TCP/IP, DNS, TLS, certificates/PKI, HTTP, browsers, application logs, SIEM logs, and packet captures.
• Knowledge of MFA, federation and SSO technologies including SAML/WS-Fed, OIDC, Okta, Ping Identity, and ADFS.
• Experience with REST APIs, cURL, Postman or SoapUI, PowerShell or command-line tools, Bash, Active Directory, Azure Active Directory, and cloud-based directory services.
• Strong customer communication, analytical, documentation, knowledge-transfer, and enterprise support skills across Windows, macOS, and Linux environments.

Nice to have

• Microsoft certifications related to Azure, Office 365, Windows, or Windows Server.
• Experience administering and supporting enterprise Office 365 environments, including federation, Autopilot, and Windows Hello.
• AWS, Google Cloud, or Microsoft cloud certifications.
• Network+, Security+, Cisco CCNA, or CISSP certification.

Culture & Benefits

• Hybrid work environment with an immersive, in-person onboarding experience.
• Global community spanning more than 20 offices worldwide.
• Support for employee well-being, social impact, talent development, and community connection.