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Pearson ForgeRock Support Analyst in Chennai, India

  • BS degree in Information Technology, Computer Science or equivalent with 5- 8 years

  • Proven working experience in enterprise technical support, IT support or as a technical engineer

  • Direct interaction with customers, responding in a professional and efficient manner, helping them identify and resolve technical issues with Identity Platform like Forgerock.

  • Understanding of authentication and authorization concepts.

  • Identity industry standards - Single Sign-On, Federated Identity (SAML2, OAuth2, OpenID Connect), authorization policy evaluation, decision and enforcement.

  • Directory - LDAP, AD.

  • Understanding of AWS and DevOps deployments - Jenkins, Ansible.

  • Networking infrastructure - Proxies, Load balancers, Firewalls.

  • Experience with analyzing software logs like cloud watch .

  • Take end-to-end ownership of assigned customer issues, including initial troubleshooting, identification of root cause and issue resolution.

  • Internal reproduction of the customer problem to enable the development and testing of a resolution.

  • Participation in escalation calls, when required, to brief stakeholder management on support cases, and assist in the creation of action plans aiming to solve customer issues as quickly as possible.

  • Collect information and document bugs with Engineering for issues that are impacting customers.

  • Scripting languages - Javascript, Groovy, Bash, Powershell, Python.

Job: TECHNOLOGY

Organization: Corporate Strategy & Technology

Schedule: FULL_TIME

Req ID: 9680

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