Engineering Manager

Job Description

Get to know OktaOkta is The Worlds Identity Company. We free everyone to safely use any technologyanywhere, on any device or app. Our Workforce and Customer Identity Clouds enable secure yet flexible access, authentication, and automation that transforms how people move through the digital world, putting Identity at the heart of business security and growth. At Okta, we celebrate a variety of perspectives and experiences. We are not looking for someone who checks every single box - were looking for lifelong learners and people who can make us better with their unique experiences. Join our team! Were building a world where Identity belongs to you.Okta is looking for an Engineering Manager for its elite and high-impact engineering team in India focused on customer success. The Customer Centric Engineering team delivers customer success by bridging the gap between customer support and engineering via troubleshooting, debugging, proposing fixes, and resolving the most complex customer issues escalated by our last tier of Technical Support. As a Manager, you will drive cross-functional response to critical technical incidents, act as a quarterback and customer advocate within R&D, and represent the Technology organization to customers and our Support organization. This role will also be a champion for the development of internal troubleshooting tools for various teams.You will require the abilities of both Technical Support and Software Development to act as an interlink as well as be able to understand the overall Okta infrastructure. You get a seat at the table to represent and drive engineering for customer success. The ideal candidate will share our passion and great pride in a customer-first culture.Job Duties and Responsibilities:

• Act as a perfect bridge between the Engineering teams and the Support teams representing the Customers.
• Lead and mentor a team of CCE engineers, fostering a diverse, collaborative, and positive environment focused on solving customer challenges and reconciling competing priorities. Encourage continuous learning, provide constructive feedback, and create career development plans for your team members.
• A thought leader with a proven track record of championing customer success within engineering with a keen sense of balance of strategic and tactical solutions.
• Collaborate with Engineering teams, Technical Support, Customer Success, and other stakeholders to effectively drive customer escalations to resolution. Proficient in providing an executive summary to the leadership team on issues.
• Be a liaison with Customer Success teams to engage in customer calls to represent engineering or prepare Engineering executives before calls.
• Advocate for customers within engineering teams and drive continuous improvement by providing regular feedback to cross-functional leaders around product, tooling, and process improvements.
• Address complex technical challenges with a customer-first approach, finds joy in understanding our product, architecture, and effectively maps it to escalations.
• Apply a data-driven approach to track metrics, measure success, and make informed decisions for the CCE and extended Engineering teams and also for the Customers. Identify opportunities to propose and manage the development of new troubleshooting or automation tools for operational efficiency.
• Participate in and also manage on-call weekly rotation outside regular working hours (once a month) including weekends (once every 3 months).

Requirements:

• Experience: 10 years of experience in software engineering, with at least 3 years in an Engineering Management role.
• Technical Expertise: Strong knowledge of modern software development practices, programming languages (e.g., Java, Python, JavaScript, etc.), cloud technologies, multi-tenant environments, and software architecture patterns. Familiarity with microservices and distributed systems is a plus.
• Customer-Centric Mindset: Passion for understanding and solving customer problems. Experience in integrating customer feedback into the development process.
• Leadership Skills: Proven ability to lead and inspire teams, managing diverse personalities and fostering an inclusive, collaborative work culture. Deep organizational capabilities, especially in regards to influence, collaboration, and communication.
• Communication Skills: Excellent communication skills, with the ability to clearly convey technical concepts in a simple, precise, and effective manner and advocate for customer needs.
• Agile & Lean Knowledge: Experience working in agile environments, daily standups, ideally with a solid understanding of Kanban methodologies.
• Problem-Solving & Decision Making: Strong analytical and problem-solving skills, with a focus on making data-driven decisions that benefit both the customer and the business.

Nice To Have:

• Experience in the Identity space is a definite plus.
• Experience in working in a similar Customer Centric Engineering role is a plus.

What you can look forward to as a Full-Time Okta employee!

• Amazing Benefits
• Making Social Impact
• Fostering Diversity, Equity, Inclusion, and Belonging at Okta

Okta cultivates a dynamic work environment, providing the best tools, technology, and benefits to empower our employees to work productively in a setting that best and uniquely suits their needs. Each organization is unique in the degree of flexibility and mobility in which they work so that all employees are enabled to be their most creative and successful versions of themselves, regardless of where they live. Find your place at Okta today! https://www.okta.com/company/careers/. Some roles may require travel to one of our office locations for in-person onboarding.Okta is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, marital status, age, physical or mental disability, or status as a protected veteran. We also consider for employment qualified applicants with arrest and conviction records, consistent with applicable laws. If reasonable accommodation is needed to complete any part of the job application, interview process, or onboarding please use this Form to request an accommodation.Okta is committed to complying with applicable data privacy and security laws and regulations. For more information, please see our Privacy Policy at https://www.okta.com/privacy-policy/.Locations: Bengaluru, India

Keyskills :
customer centric mindset leadership and mentoring technical expertise problem solving skillscommunication skillssecurity java debugging software engineering python javascript infrastructure leadership skills