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

<p>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.</p> <p>Our customers include global leaders such as Goldman Sachs, PayPal, S&amp;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.</p> <p>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. <strong>Forward Networks is looking for a Senior Technical Support Engineer (Senior Customer Care Engineer).</strong></p> <p>Do you want to create a category and help build a special company?</p> <p>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.</p> <p>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.</p> <p><strong>What you'll do:</strong></p> <p>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.</p> <p><strong>Responsibilities:</strong></p> <ul> <li>Providing triage, prioritizing, and resolving technical issues for our top customers.</li> <li>Identifying s/w bugs, recreate customer issues, and test/verify versions with s/w fix.</li> <li>Working with Forward Engineering teams to resolve customer issues.</li> <li>Escalating unresolved issues in a timely manner and maintaining direct communications with all stakeholders.</li> <li>On-site live troubleshooting in Federal customer locations.</li> </ul> <p><strong>Requirements:</strong></p> <ul> <li>7+ years of technical customer support experience.</li> <li>Experience working in technical support assisting a variety of networking and system issues.</li> <li style="font-weight: bold;"><strong>TS SCI clearance w/FSP poly</strong></li> </ul> <p>Location: DC Metro&nbsp;</p> <p>Up to 20% travel within 2 hour radius of Washington DC required</p> <p>Ability to participate in after hours on-call rotation</p> <p><strong>Experience:</strong></p> <ul> <li>Strong understanding of fundamentals in Networking, Cloud or Security</li> <li>Strong written and interpersonal communications skills</li> <li>Excellent analytical &amp; problem-solving skills, combined with the ability to provide quick resolution to problems</li> <li>Experience supporting a multi-vendor network (e.g. A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks, AWS, GCP etc.)</li> <li>Proven ability to work cross-functionally within a team-oriented environment.</li> </ul> <p><strong>Highly Desired:</strong></p> <ul> <li>&nbsp;B.S. Computer Science or equivalent educational experience.</li> <li>Python scripting experience</li> <li>Kubernetes experience</li> <li>Advanced Linux experience</li> <li>API debugging</li> <li>Cloud networking (AWS, Azure, GCP)</li> </ul> <p>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 $200,000/yr to $230,000/yr. The offered compensation may also include stock.</p> <p>&nbsp;</p>