Senior Customer Care Engineer (Technical Support) - Federal TS SCI w/ FSP

Forward Networks is transforming how the world’s most complex networks are managed and secured. Founded in 2013 by four Stanford Ph.D.s, we built the industry’s first network digital twin, a mathematically precise model of the production network that gives IT teams unmatched visibility, verification, and agility across every major cloud and vendor environment.

Our customers include global leaders such as Goldman Sachs, PayPal, S&P Global, IBM, and Dell, as well as fast-growing enterprises and government agencies. According to IDC, Forward Networks customers realize an average of $14.2 million in annual benefits through improved efficiency and security.

Backed by world-class investors including Andreessen Horowitz, Goldman Sachs, MSD Partners, and Threshold Ventures, Forward Networks offers a people-centric, innovative culture where brilliant minds are shaping the future of network reliability, security, and AI-ready operations.

Forward Networks is looking for a Senior Technical Support Engineer (Senior Customer Care Engineer).

Do you want to create a category and help build a special company?

Join a company that has been in the market 6+ years and has some of the top Federal agencies and F500/Global 2000 already buying and referenceable.

We are building a special team and hope you consider us if you want to have the experience of changing the networking world as we know it.

What you'll do:

As a Senior Technical Support Engineer - Federal (Senior Customer Care Engineer) for our Support team, you will be responsible for providing world class post-sales customer support and technical leadership to our client base.

Responsibilities:

• Providing triage, prioritizing, and resolving technical issues for our top customers.
• Identifying s/w bugs, recreate customer issues, and test/verify versions with s/w fix.
• Working with Forward Engineering teams to resolve customer issues.
• Escalating unresolved issues in a timely manner and maintaining direct communications with all stakeholders.
• On-site live troubleshooting in Federal customer locations.

Requirements:

• 7+ years of technical customer support experience.
• Experience working in technical support assisting a variety of networking and system issues.
• TS SCI clearance w/FSP poly

Location: DC Metro

Up to 20% travel within 2 hour radius of Washington DC required

Ability to participate in after hours on-call rotation

Experience:

• Strong understanding of fundamentals in Networking, Cloud or Security
• Strong written and interpersonal communications skills
• Excellent analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
• Experience supporting a multi-vendor network (e.g. A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks, AWS, GCP etc.)
• Proven ability to work cross-functionally within a team-oriented environment.

Highly Desired:

•  B.S. Computer Science or equivalent educational experience.
• Python scripting experience
• Kubernetes experience
• Advanced Linux experience
• API debugging
• Cloud networking (AWS, Azure, GCP)

The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary +bonus is expected to be between $180,000/yr to $200,000/yr. The offered compensation may also include stock.