Amex GBT is a place where colleagues find inspiration in travel as a force for good and – through their work – can make an impact on our industry. We’re here to help our colleagues achieve success and offer an inclusive and collaborative culture where your voice is valued.

Responsibilities

• Support and maintain customers who have implemented the Customer Identity SaaS solution, resolving technical and non-technical customer issues in a timely fashion.
• Operational management of Support tickets
• Build and maintain excellent relationships with stakeholders and achieve the highest level of customer satisfaction.
• Work as part of our extended support team, doing whatever it takes to exceed customer expectations.
• Use your business and technical analysis skills and knowledge of the Development lifecycle to solve complex issues and promote best practices.
• Collaborate with other departments in the company to achieve customer satisfaction.

Requirements

• 4+ Years of experience in OKTA Identity Cloud platforms.
• 3+ years of experience in Customer Support and technical support.
• Okta Administration Certification is required.
• Knowledge of one or more auth protocols/specifications: OAuth2, OIDC, SAML, WS-FED, LDAP, Azure AD, etc.
• Experience in setup of SSO Integrations between Okta and Other Identity Systems using SAML2,OIDC, WS-Fed and other protocols.
• Experience in Okta workflows.
• Experience in Okta App Integrations using SAML2/OIDC.
• Experience in security configurations of SPA, Web App, API and Native Applications.
• Experience in identifying identity threats and solutions.
• Expertise knowledge on SAML2 and OIDC protocols.
• Expertise knowledge on REST API and API Security.
• Experience in using Okta CLI, Okta API/SDK, Javascript, Postman and Curl.
• Knowledge of HTTP, encryption, basic security concepts
• Write code/script to build user scenarios using Okta API and SDKs, to reproduce issues.
• Take end-to-end ownership of questions and issues, including initial troubleshooting, identification of root cause and issue resolution.
• Ability to quickly context-switch between multiple complex work streams
• Understanding of authentication and authorization concepts
• Excellent written and verbal communication in English
• Collect information and document bugs with Engineering for API and product issues.
• Provide feedback to the training and documentation organization so that common or emerging issues can be addressed before they become serious or widespread.
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with process improvements.
• Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint the root cause of issues
• Customer-obsessed attitude — a customer advocate, always going the extra mile
• Team player with solid communication and presentation skills
• Proactivity — identify opportunities and take preemptive action against potential problems
• Continuous growth — permanently look for areas of improvement, make plans on how to improve them, and execute those plans
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience.
• Deliver against customer experience and efficiency targets.
• Excellent customer service and communication skills in variety of forms (written, live chat, conference calls, in-person.)
• Ability to work independently with little direct supervision and as a part of a team.
• Excellent analytical and organizational abilities both from a high level and deeply granular viewpoint.
• Ability to remain calm, composed and articulate when dealing with tough customer situations.
• Self-motivated and Strong Commitment towards keeping platform secured.
• Ability to support 24/7 in 3 shifts.

Location

The #TeamGBT Experience

Work and life: Find your happy medium at Amex GBT.

• Flexible benefits are tailored to each country and start the day you do. These include health and welfare insurance plans, retirement programs, parental leave, adoption assistance, and wellbeing resources to support you and your immediate family.

• Travel perks: get a choice of deals each week from major travel providers on everything from flights to hotels to cruises and car rentals.

• Develop the skills you want when the time is right for you, with access to over 20,000 courses on our learning platform, leadership courses, and new job openings available to internal candidates first.

• We strive to champion Inclusion in every aspect of our business at Amex GBT. You can connect with colleagues through our global INclusion Groups, centered around common identities or initiatives, to discuss challenges, obstacles, achievements, and drive company awareness and action.

• And much more!

All applicants will receive equal consideration for employment without regard to age, sex, gender (and characteristics related to sex and gender), pregnancy (and related medical conditions), race, color, citizenship, religion, disability, or any other class or characteristic protected by law.

Click Here for Additional Disclosures in Accordance with the LA County Fair Chance Ordinance.

Furthermore, we are committed to providing reasonable accommodation to qualified individuals with disabilities. Please let your recruiter know if you need an accommodation at any point during the hiring process. For details regarding how we protect your data, please consult the Amex GBT Recruitment Privacy Statement.

What if I don’t meet every requirement? If you’re passionate about our mission and believe you’d be a phenomenal addition to our team, don’t worry about “checking every box;" please apply anyway. You may be exactly the person we’re looking for!