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