Senior Technical Support Engineer II

April 24

ForgeRock

WebsiteLinkedInAll Job Openings

ForgeRock®, the leader in digital identity, delivers modern and comprehensive Identity and Access Management solutions for consumers, employees and things to simply and safely access the connected world$1. .$1

Identity Software Platform • AM - Access Management, Federation, SSO • DJ - Directory Software • IDM - Identity Lifecycle Provisioning • IG - Identity Gateway

501 - 1000

💰 $93.5M Series E on 2020-04

Description

• Reproducing customer problems internally, to enable the development and testing of a resolution • Collecting information and documenting bugs with Engineering for the product/service issues that are impacting customers • Leading 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. • Manage customer expectations and ensure SLAs are being met • Communicate frequently follow up with the customer by phone, email, and internet meeting systems • Contribute to our knowledge base • Understanding our business processes • Be a mentor, sharing knowledge, on-boarding and supporting other Engineers.

Requirements

• Minimum of 8 years of related experience with a Bachelor’s degree; or equivalent experience • Excellent understanding of how SaaS applications and supporting SaaS solutions operate • Troubleshoot web-based applications (through HTTP Tracing tools and log analysis) in browsers and applications servers • Single Sign On (SAML, OAuth, OpenID & WS-FED) • Multi-Factor Authentication (PingID, SecurID, DUO ) • Lightweight Directory Access Protocol and Directory Services, PKI, X.509 certificates, and Kerberos • Internet Protocols (HTTPS/SSL/TLS ) • Networking including Load Balancers, Firewalls, IP, and DNS • Linux-based and Windows server OS management • Excellent communication skills and organisation • Experience working in high-pressure environments

Benefits

• Generous PTO & Holiday Schedule • Parental Leave • Progressive Healthcare Options • Retirement Programs • Opportunity for Education Reimbursement • Commuter Offset (Specific locations)