Note: The job is a remote job and is open to candidates in USA. Forward Networks is transforming how the world’s most complex networks are managed and secured. As a Senior Customer Care Engineer, you will serve as a trusted technical advisor and escalation engineer for strategic Federal customers operating highly complex production networks.
Responsibilities
- Providing triage, prioritizing, and resolving technical issues for our top
- Serve as the primary technical interface for assigned Federal customers
- Troubleshoot and resolve complex production issues across networking, infrastructure, data collection, modeling, and analytics workflows
- Perform deep technical triage and root cause analysis for customer- reported issues
- Recreate customer environments and scenarios to identify software defects and validate fixes
- Work directly with Engineering and Product Management to drive bug resolution, feature enhancements, and customer success outcomes
- Analyze network configurations, routing behavior, security posture, and infrastructure telemetry
- Support onboarding, deployment validation, upgrades, and operational health checks
- Leverage APIs, scripting, and automation to improve customer workflows and operational efficiency
- Assist customers with advanced use cases, including:
- Network verification
- Path analysis
- Outage prevention
- Vulnerability and exposure analysis
- Configuration compliance
- Intent validation
- Security posture analysis
- Operational troubleshooting
- Develop and maintain technical documentation, knowledge transfer materials, and operational guidance
- Participate in after-hours escalation support as required for mission-critical customer environments
- Support classified customer engagements and on-site activities when necessary
Skills
- Active TS/SCI with Full Scope Polygraph (FSP)
- Strong troubleshooting and analytical skills
- Experience supporting production enterprise or service provider environments
- Ability to communicate technical concepts clearly to both engineers and executive stakeholders
- Strong customer-facing communication and professionalism
- Ability to work independently in fast-paced operational environments
- Understanding of networking fundamentals, including: TCP/IP, Routing and Switching, VLANs, BGP, OSPF, ACLs, NAT, DNS, network segmentation
- Up to 20% travel within a 2-hour radius of Washington DC required
- Ability to participate in after-hours on-call rotation
- Experience supporting Federal or classified customer environments
- Familiarity with Linux administration and troubleshooting
- Python, Bash, or other scripting experience
- API integration and automation experience
- Experience with network security technologies and operations
- Familiarity with large-scale vendor environments, including: Cisco, Juniper Networks, Arista Networks, Palo Alto Networks, Fortinet
- Exposure to cloud networking and hybrid infrastructure environments
- Experience with automation, telemetry, SNMP, REST APIs, or infrastructure-as-code concepts
- Understanding of cybersecurity frameworks, compliance validation, or vulnerability management workflows
Benefits
- The compensation offered for this position will depend on qualifications, experience, and work location.
- The offered compensation may also include stock.
Company Overview