The opportunity
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.
What you'll do
Advanced Incident Resolution: Triage, diagnose, and resolve Tier 2/3 incidents across Salesforce and connected enterprise applications in alignment with strict response and resolution SLAs.
AI-Augmented Operations: Leverage generative AI platforms (Gemini, Claude, and internal custom AI assistants) to accelerate root-cause analysis, automate repetitive support workflows, and optimize ticket triage.
Critical Period Support: Provide dedicated operational readiness and real-time support during high-stakes business periods, including fiscal month-end and quarter-end close cycles.
Frontline Mentorship: Serve as an escalation partner and technical mentor to frontline system administrators and support analysts.
Configuration & Maintenance: Manage user provisioning, security controls (profiles, roles, permission sets), workflow automations (Flows), custom objects, page layouts, and reports/dashboards.
Integration Oversight: Maintain data flow and operational health between Salesforce and third-party SaaS platforms (e.g., Clari, DocuSign, Outreach, ServiceNow).
What they're looking for
- Release & Change Management: Execute change sets, sandbox seeding, regression testing, and production deployments following structured release management methodologies.
- Security & Compliance: Ensure all system changes and administrative practices strictly adhere to TDI security guidelines, data privacy standards, and SOX controls.
- Audit Readiness: Participate in periodic security and access reviews, proactively addressing vulnerabilities and compliance gaps.
- Knowledge Management: Author and maintain comprehensive standard operating procedures (SOPs), system runbooks, and self-service knowledge base articles for global enterprise support teams.
