Principal Developer Support Engineer (Builder Experience)

• Whether it’s a Fortune 500 CTO or a startup founder, you know how to read the room and steer it
• You have handled enough OAuth token flows, SCIM failures, and multi-product integration edge cases to spot root issues fast
• In this role, you will help shape how developers understand identity at scale
• You serve as the top technical escalation point for our support team. You are our domain expert
• This is not primarily a queue role. You will mostly engage on cases that exceed senior engineer scope, the ones that need architecture judgment, not triage
• End-to-End Ownership: Resolve our most complex developer cases, including multi-product architectures, ISV integration designs, and strategic account escalations
• Cross-Functional Bridge: Serve as the technical link between Developer Support and ISV Partnerships, working directly with strategic partners on integration design
• Architectural Consulting: Join customer and partner calls to advise on architecture and resolve issues beyond standard support scope
• Roadmap Influence: Partner with Product Management and Engineering to advocate for customer needs, surface systemic integration issues, and shape the Okta WIC product roadmap
• Strategic Advisory: Act as a trusted technical advisor for key accounts, stepping into critical customer situations to manage risk and deliver resolutions
• Internal Alignment: Build relationships across Product, Engineering, ISV Partnerships, and Operations to push key initiatives forward
• Mentorship: Coach Senior DSEs on complex technical cases, time management, and customer handling to elevate the whole team
• Knowledge Infrastructure: Build and maintain core resources like runbooks, internal best practices, and training materials, ensuring visibility across global regions
• Team Upskilling: Lead technical reviews and team learning sessions to address skills gaps and roll out new product knowledge
• Change Advocacy: Champion new tools and processes, helping the team adopt and implement changes effectively
• This is a Hybrid role with a working schedule from 9AM - 6PM EST
• Our team covers North American and EMEA hours

Benefits

• Work from home opportunities
• Health + Wellness
• Financial Benefits
• Pay + Incentives
• Time Off
• Everyday Living
• Resources- Location: Based in Canada (Toronto, Ottawa, or Montreal preferred)
• Engineering Mindset: Deep understanding of the software development lifecycle. You engage engineering peers as a technical equal — not as a support escalation path
• Cloud Native Approach:: Broad experience across multiple cloud platforms (Azure, AWS, GCP) and containerization (Docker, Kubernettes)
• SCIM Provisioning: Hands-on experience with enterprise-scale SCIM, including schema design, provisioning flows, attribute mapping, and common failure patterns
• Communication: Clear, adaptable communication style capable of shifting from troubleshooting with an engineer to advising a VP on the same day
• Identity & Protocols: Expert-level understanding of OAuth 2.0, OpenID Connect, and SAML (protocol debugging level, not just basic setup)
• Experience: 8+ years in technical support, developer relations, solutions engineering, or software development with significant customer- or partner-facing experience
• Programming & APIs: Fluent in at least one statically typed language (Java, .NET, Go) and one dynamically typed language (Python, JavaScript/Node.js). Comfortable writing repros, reading code, and analyzing HTTP traces or OpenAPI specs
• Education: BA/BS/MS in Computer Science, Software Engineering, or equivalent hands-on experience
• AI Forward Approach: knowledge of MCP servers and have worked with Claude, CodeEx, etc
• Familiarity with the Okta ecosystem (Workforce Identity Cloud, OIN, or IPSIE/NHI)
• Background with enterprise SaaS tools (Workday, ServiceNow, Salesforce) or API gateways (Kong, MuleSoft)
• Prior experience in Forward Deployed Engineering, Solutions Engineering, or DevRel
• Familiarity with modern auth standards beyond core OIDC (FIDO2, passkeys, device trust flows)
• Experience in regulated industries (financial services, healthcare) where integration requirements carry compliance constraints
• Experience building or supporting integrations with ISVs or technology partners at scale
• You influence product roadmaps. You mentor engineers. You challenge standard practices. You raise the bar across the entire global team. You handle ambiguity well. You operate with full autonomy. You focus on delivering outcomes that unblock our most complex accounts
• You are a deep technical architect