Support Engineer ForgeRock - Singapore

About the company:ForgeRock®, one of the fastest growing identity vendors in the world, provides the leading open identity platform for ensuring your customers are at the centre of everything digital — whether it be through a laptop, mobile phone, tablet, connected car, healthcare wearable, connected home device or the next great connected innovation.

The ForgeRock Identity Platform™ powers solutions for many of the world’s largest companies and government organisations. Founded in 2010, ForgeRock’s leadership team brings decades of experience in the software industry and includes open source icons and innovators, with investors from some of the leading global venture capital firms including Accel Partners, Foundation Capital and Meritech Capital. For more information and free downloads, visit http://www.forgerock.com or follow ForgeRock on Twitter at http://www.twitter.com/forgerock.

ForgeRock are seeking a highly motivated individual for a Software Support Engineer position. This role will be providing remote post sales software technical support for resolving ForgeRock mission critical customer technical problems in a timely and effective manner.

Responsibilities:

• Direct interaction with ForgeRock customers helping them identify and resolve technical issues with ForgeRock products.
• Internal reproduction of the customer problem to enable the development and testing of a resolution.
• Developing resolutions to customers problems, through use of rational troubleshooting process, liaising with Sustaining and Engineering to ensure they are integrated into the ForgeRock products.
• Ownership and progression of technical escalations within Support.
• Participation in escalation calls to brief customer management on support cases and assist in the creation of action plans aiming to solve customer issues.
• Working with the knowledge base team to help identify common issues so that they can be included in the knowledge base.
• The individual will be expected to work with engineering to facilitate information transfer for new product introductions.
• Acting as communication and liaison between Support, Sustaining and
• Engineering to facilitate prioritisation and resolution of customer issues.
• Participates in Public Holidays / Out of Hours / Weekend support rotation.

Desired Skills and Experience

Required skills:

• Working knowledge and solid understanding of the following:

   - C / C++ and Java, J2EE (servlets / jsps, ejb, jdbc, message queue,

     webservices), SAML, XML, HTML, Perl and Unix Scripting.

   - HTTP / HTTPS and TCP/IP Protocols.

   - TLS and certificate-based authentication.

   - Web technologies (such as proxies, firewalls, load balancers etc.).

   - LDAP protocols/services.

   - Application stack trace and core file analysis.

   - System and application performance tuning knowledge.

• Working experience of the following products:

   - Apache HTTP Server 2.x and above

   - Microsoft IIS 6.x and above

   - Oracle iPlanet Web Server 7.x (also known as Sun Web Server)

   - Apache Tomcat 6.x and above

   - IBM Web Sphere Application Server 8.x

   - JBoss Enterprise Application Platform 6

   - JBoss Application Server 7

   - Jetty 8.x and above

   - Oracle WebLogic Server 11g, 12c 

• Hands on experience in administrating various UNIX flavors and/or Windows systems.
• Experience working in an external customer facing technical support environment.
• Have a technical degree: BS CS/Science/Engineering.

Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. ForgeRock does not accept unsolicited headhunter and agency resumes. ForgeRock will not pay fees to any third-party agency or company that does not have a signed agreement with ForgeRock.   If you are an agency interested in partnering with ForgeRock, please email talent@forgerock.com.