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.
Organization: Corporate Strategy & Technology
Req ID: 9680