Technical Support Representative

If you’re an outstanding Technical Support Rep, come join us at Voxy and use your talent to help teach the world! Voxy’s Product team helps change the way millions of people around the world learn English by using sound science combined with innovative (and patented!) technology. We feature research-driven learning activities coupled with live streaming for topic-based live tutoring sessions. We use advanced technology to build a customized experience using authentic content sources from names you know (Bloomberg, AP, Financial Times and more.) Voxy’s goal is to become THE vendor of choice in the $80 billion dollar language education market and our Product team is instrumental in reaching this goal.

Here at Voxy we share team values to Start with Empathy, Communicate Courageously, Dig Deep, Own Your Outcomes, Ask Why, and Think Bigger. We are committed to an inclusive and diverse hiring process and team. You can learn more about our Product Team values in this blog post.

• Consult new customers to identify the best solutions using API and SSO integration 
• Administer Voxy's Okta instance for customer identity management including new SSO setup, ongoing maintenance, and compliance with Okta product updates
• Serve as the Product Support team's first responder for technical issues related to Partner API, SSO, and firewall compliance
• Serve as the Product Support team's primary point of contact with external IT support:
• You may manage tickets with Okta, Marketo (email deliverability), Zoom, and possible future tools to support troubleshooting and ensure customer access
• If development work is required from Voxy, you will be able to clearly define the work requested
• Manage all customer-facing documentation to support integration products 
• Serve as the primary business stakeholder for future product development in API and SSO features, identifying gaps in our product offering as you work with customers 
• Manage bug triage and issue intake along with Product Operations and QA to respond to product questions, clarify technical specifications and requirements, and diagnose issues using data analysis, logging tools, and manual reproduction 

• You have directly supported customers to use API products and maintained customer-facing documentation
• You understand identity management and have worked with the most popular protocols like SAML, OIDC, and possibly LTI 
• You have administered a corporate identity product like Okta or Active Directory
• You aren't afraid to dig into the technical docs for an external product to figure out how it works
• You are fully proficient in English and can provide professional support in writing and over video calls
• Proficiency in English, Portuguese, and Spanish

• Okta certification
• Proficiency with SQL and/or Tableau 
• Experience with security protocols and ability to assist sales in RFP completion 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, or marital, veteran, or disability status.

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