About the job
Join Forward Networks, a pioneering company that is reshaping the management and security of complex networks. Established in 2013 by four Stanford Ph. D.s, we developed the first network digital twin, an exact mathematical model of production networks that provides IT teams with unparalleled visibility, verification, and agility across diverse cloud and vendor environments.
Our esteemed clientele includes industry leaders such as Goldman Sachs, PayPal, S&P Global, IBM, and Dell, as well as dynamic enterprises and government agencies. According to IDC, our clients enjoy an average of $14.2 million in annual benefits attributed to enhanced efficiency and security.
Supported by top-tier investors like Andreessen Horowitz, Goldman Sachs, MSD Partners, and Threshold Ventures, Forward Networks fosters a culture that prioritizes innovation and collaboration, where exceptional talent is actively contributing to the future of network reliability, security, and AI-driven operations. We are currently seeking a Senior Technical Support Engineer (Senior Customer Care Engineer) to join our team.
If you are eager to make a significant impact and help shape an exceptional company, we invite you to be part of our journey. With over six years in the market and a strong reputation backed by top Federal agencies and Fortune 500/Global 2000 companies, we are looking for individuals who are passionate about transforming the networking landscape.
Key Responsibilities:
- Delivering triage, prioritizing, and resolving technical issues for our premier customers.
- Identifying software bugs, recreating customer issues, and testing/validating software fixes.
- Collaborating with Forward Engineering teams to address customer issues effectively.
- Timely escalation of unresolved issues while maintaining direct communication with stakeholders.
- Conducting on-site troubleshooting at Federal customer locations.
Qualifications:
- 7+ years of experience in technical customer support.
- Proven experience in technical support, addressing a range of networking and system challenges.
- TS SCI clearance with FSP polygraph is required.
Location: DC Metro Area
Willingness to travel up to 20% within a two-hour radius of Washington, DC.
