The Massive Enterprise Identity Market
There is not a single large organization that doesn’t need what Strata has to offer. Identity security is a foundational technology that every company needs no matter what industry they are in. A great aspect of Strata is that you can call on virtually any name brand organization and be confident that someone in the organization needs what we offer. That’s why companies like Kroger, 3M, Publix, HEB, Cummins, Navy Federal Credit Union, State of Minnesota and the County of Dallas all chose to partner with Strata and solve their most pressing needs in identity.
Strata The Company
Strata is a venture-backed startup building the next generation of distributed identity management for the multi-cloud world. Led by a visionary team of serial entrepreneurs (with multiple exits) who created the first generation of Web identity management, the first IDaaS solution, co-authored SAML, and now are creating the Identity Orchestration market.
This is truly a ground-floor opportunity for a Sales Development Representative that wants to have a hand in building the future of the multi-billion dollar, multi-cloud identity market.
The Team
At Strata, we built the team around a core culture of collaboration, authenticity, and respect. At Strata we have what we call the Maverics Spirit that is a mix of courage, confidence and grit that combines to reveal the best characteristics of our team. We invest heavily in company culture and celebrate our successes weekly while executing like no other team in the industry.
The Product
Strata’s platform - Maverics - is identity middleware that connects identity infrastructure (Okta, Microsoft, Ping, AWS and others) with applications to modernize security and automate IT processes, all without requiring any rewriting of applications saving millions of dollars in measurable expenses.
Strata works closely with our partners at Microsoft Azure, Okta, AWS, GCP, and VMware to ensure interoperability through deep, native integrations. We build our software to be secure, scalable, and extensible; you help bring it to the world.
Secure. We take security seriously and build it into the core of what we develop and how we run our platform.
Scalable. Strata’s customers rely on our software to secure their core business operations, meaning we need to be available 99.999%.
Extensible. Strata built the Maverics platform for distributed identity management to support evolving use cases that our customers bring us. As such, we build our software to easily integrate with and manage many other identity infrastructure systems.
The Role
Strata Customer Support Engineers provide support services both on-site or remotely. Support consists of field calls and inquiries from customers leveraging Strata’s Maverics technology and solutions. The Customer Support Team acts as the technical representative leading the direct interaction with the customer’s personnel and project teams, leveraging Strata’s best practices for support.
This role helps the customer to quickly resolve any issues or inquiries regarding the Strata solutions. Meanwhile, Support Engineers provide feedback to product management and engineering teams based on their experiences during customer interactions, questions, and inquiries.
This is a hands-on-keyboard role where you are responsible for supporting Strata’s software both on premises and in the cloud. Your key responsibilities include:
- Answering incoming customer calls, emails, or automated tickets regarding product issues
- Servicing all incoming questions and general client concerns
- Replicating client issues based on a reproducible test case or recreating the client scenario in a lab environment
- Maintaining a high level of professionalism and establishing a positive rapport with every client
- Updating customer information in the customer service database during and after each call
- Working with the Services and Product teams to stay up to date on product knowledge and updates as well as providing feedback regarding said updates
- Impacting the company’s bottom line by problem solving and turning frustrated clients into repeat customers
- Some travel is required once it is safe to do so. Some on-call work is also required on a rotational basis.
In addition to the core responsibilities defined above you will work collaboratively with Pre-Sales to offer technical expertise. This includes working with Strata Account Executives, Sales team, and our partners. Specifically you will:
- Add technical expertise to integration discussions and deep dives (API, SSO, CRM, etc...)
- Assist in information sharing and customer transition from pre to post sales (timeline, expectations, metrics, onboarding & project plans, best practices)
- Deliver demos as required
- Assist in delivery of prospect training programme
- Any and all items to get a deal across the finish line
To assist Professional Services engagements, your responsibilities include:
- Support of the installation and the core Maverics Identity Orchestration software, Maverics connectors, directories, and web services
- Aid in the troubleshooting of integration and connector code to extend Strata’s software to work with customers’ environments with the PS team
- Identify and resolve issues related to the activation and implementation of the software.
- Provide highly responsive customer service and maintain a high level of member satisfaction
- Record and document solutions to common and difficult issues
- Collaborate with engineering as required in the solution process
- Aid in the training of partners from leading services organizations including the top Global Systems Integrators (GSIs) and boutique identity firms when needed
The Ideal Candidate
Our ideal candidate is an expert with 5+ years of experience in the following domains:
- Experience in support roles involving troubleshooting Identity and Access Management products such as Ping, Okta, SiteMinder, Oracle Access Manager etc.
- Experience in troubleshooting middleware components such as IIS, Apache, Weblogic, authentication and authorization events
- Demonstrated proficiency in issue diagnosis by assessing web server (IIS/Apache), application server (Weblogic) and operating system (Linux/Windows) logs
- Experience in managing cases throughout the entire support lifecycle from initial customer inquiry to triage and reproduction, writing bug reports for hand off to the product team, and case resolution
- Experience being on-call and can jump into a complex situation and make sense of and communicate clearly to stakeholders what's going on
- Get the things done with strong customer focus, ownership, and bias for action
- Strong organizational and multitasking skills with the ability to balance competing priorities
- Outstanding speaking, writing, and presentation skills, as well as the ability to persuade, inspire and motivate others
You’ll bring experience in:
- Troubleshooting complex, enterprise-scale identity infrastructure
- Being a technical lead for a team of support engineers
- Working with clients directly
Similar Companies - if you were successful troubleshooting identity software at these companies there’s a great chance you’ll be successful at Strata
- Okta, Auth0, Ping Identity, Microsoft (Azure Active Directory)
- E&Y, PWC, Accenture, KPMG or other Global Systems Integrators
- CoreBlox, SecureIT, Identropy or other boutique identity integration firms
Compensation
- $110,000-$150,000 per year, depending on qualifications and experience
- Equity Incentive Plan
- Flexible Paid Time Off (PTO) Policy
- 401K Retirement Plan
- Health, Dental and Vision Insurance Plans, including FSA and HSA options
Sound interesting? We’d love to talk. Let’s set up a time to talk and see if there’s a match and maybe you will join this tribe of Maverics!
Job Types: Permanent, Full-time
Location: Boulder, CO and Vancouver, BC
Hybrid Schedule - 3 Day in the office
Benefits:
- Dental care
- Extended health care
- Flexible schedule
- Paid time off
- Vision care
