Senior Support Engineer (Identity Management)


Remote / United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/04/2021
  • Website:
  • Company Address: 201 Mission Street Suite 2900, San Francisco, CA, 94105

About ForgeRock

ForgeRock is redefining identity and access management for the modern web including public cloud, private cloud, hybrid cloud, and enterprise and mobile environments. ForgeRock products support mission-critical operations with a fully open source platform. ForgeRock’s Open Identity Stack powers solutions for many of the world’s largest companies and government organizations.

Job Description

About ForgeRock:   

In today’s highly connected digital world, understanding, managing and securing the identity of individuals and things is essential to safety and success of both businesses and their customers. Billions of people connect from anywhere, use a wide variety of devices and expect a seamless yet secure experience.   

The ForgeRock mission is to provide the most simple and comprehensive Identity and Access Management Platform to help our customers deepen their relationships with their consumers and improve the productivity and connectivity of their employees and partners.  Our identity solution enables great digital experiences and is embedded with a rich set of security, privacy and consent features.  We deliver our platform through both cloud services and on-premises software. 

Our customers are some of the biggest companies, organizations, and even countries in the world. On any given day, it’s likely that the ForgeRock Identity Platform helped keep your data safe, gave you access to stuff, and supported trusted relationships between you, companies and the devices you were using.

ForgeRock is headquartered in San Francisco, but we are a global company with offices in the following cities: Vancouver, WA; Austin, TX; Munich, Germany; London & Bristol, UK; Grenoble & Paris, FR; Oslo, NO; Singapore and Sydney, Australia.  Please read more about us at or follow ForgeRock on Twitter at


The Role:

Working and collaborating closely with other Global Support and Sustaining team members to ensure a consistent and collaborative approach to delivering high quality releases to ForgeRock customers. The Support Engineer team strives to introduce and maintain best practices to meet the needs of the business and of ForgeRock customers.


What you’ll be doing:

  • Provide world class support to ForgeRock customers, help them identify and resolve technical issues with ForgeRock products
  • Assist customers in the solution design, implementation and administration of ForgeRock products.
  • Develop customer facing support documentation, when appropriate, to summarize common support issues.
  • Partner with the sustaining and engineering teams (when necessary) to facilitate resolutions for customer issues.


If you find yourself checking off most of the below, this could be the position for you!

  • B.S. degree in an Engineering or Science Discipline or equivalent
  • Technical support role or developer experience
  • Directory Servers e.g. LDAP
  • Knowledge of protocols such as HTTP, SSL and IPv4.
  • REST based interfaces, HAR file analysis and the ability to diagnose client issues using browser Developer Tools
  • Ability to read, write and diagnose sample code written in JavaScript, Java or Groovy
  • SQL databases, including query optimization and indexing
  • Mac, Linux and Windows with mixed skills around administration and troubleshooting
  • Strong listening skills and the ability to quickly identify the key customer information necessary to root-cause customer issues
  • Excellent Communication - both verbal and written, support is conducted via email and phone
  • Identity Management systems and knowledge of fundamental concepts around account provisioning, reconciliation and authorization
  • Active Directory domain administration and PowerShell scripting and Salesforce applications
  • Front-end Javascript frameworks such as backbone.js or vue.js
  • System Performance tuning such as JVM tuning and DB tuning
  • Cloud, PaaS, SaaS technologies
  • DevOps containerization, Docker, Kubernetes, Helm

Life at ForgeRock:

We believe in and facilitate a flexible, collaborative work environment. We’re growing quickly, but remain true to the innovative, can-do startup values that got us here. Most importantly, we keep hiring talented, smart, fun, and genuinely nice people because that’s who we want to succeed with every day. 

Here are just a few of the things that make ForgeRock special:

  • A company culture that empowers you to do your best work.
  • Employee Resource Groups that create a sense of belonging for everyone.
  • Regular company and team bonding events.
  • Competitive benefits and perks.
  • Recognition programs that reward employees with meaningful experiences.
  • Global volunteering and community initiatives

ForgeRock is the collective sum of all our individual experiences, backgrounds and influences and we pride ourselves in growing and learning together. We are committed to building an inclusive and diverse environment where everyone’s individuality is respected and everyone has an Identity. In recruiting for new colleagues, we welcome the unique contributions you can bring and encourage you to be your best self.


We are an Equal Opportunity/Affirmative Action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.