ForgeRock Support Analyst
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.
What to expect from Pearson
Did you know Pearson is one of the 10 most innovative education companies of 2022?
At Pearson, we add life to a lifetime of learning so everyone can realize the life they imagine. We do this by creating vibrant and enriching learning experiences designed for real-life impact. We are on a journey to be 100 percent digital to meet the changing needs of the global population by developing a new strategy with ambitious targets. To deliver on our strategic vision, we have five business divisions that are the foundation for the long-term growth of the company: Assessment & Qualifications, Virtual Learning, English Language Learning, Workforce Skills and Higher Education. Alongside these, we have our corporate divisions: Digital & Technology, Finance, Global Corporate Marketing & Communications, Human Resources, Legal, Strategy and Direct to Consumer. Learn more at We are Pearson.
We value the power of an inclusive culture and also a strong sense of belonging. We promote a culture where differences are embraced, opportunities are accessible, consideration and respect are the norm and all individuals are supported in reaching their full potential. Through our talent, we believe that diversity, equity and inclusion make us a more innovative and vibrant place to work. People are at the center, and we are committed to building a workplace where talent can learn, grow and thrive.
Pearson is an Affirmative Action and Equal Opportunity Employer and a member of E-Verify. We want a team that represents a variety of backgrounds, perspectives and skills. The more inclusive we are, the better our work will be. All employment decisions are based on qualifications, merit and business need. All qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We strive for a workforce that reflects the diversity of our communities.
To learn more about Pearson’s commitment to a diverse and inclusive workforce, navigate to: Diversity, Equity & Inclusion at Pearson.
Note that the information you provide will stay confidential and will be stored securely. It will not be seen by those involved in making decisions as part of the recruitment process.
Organization: Corporate Strategy & Technology
Req ID: 12106