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Forward

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

Remote - Washington, DC (Remote)From $200kmidAdded today

About this role

Forward Networks seeks a Customer Care Engineer to provide technical support for Federal customers using their network digital twin platform. You'll troubleshoot complex production issues, perform root cause analysis, and collaborate with engineering teams to drive customer success in highly secure environments requiring TS/SCI clearance.

What you'll do

  • Serve as primary technical interface for assigned Federal customers and escalation point for complex issues
  • Troubleshoot and resolve production issues across networking, infrastructure, data collection, and analytics workflows
  • Perform deep technical triage and root cause analysis; recreate customer environments to identify defects
  • Collaborate with Engineering and Product Management to drive bug fixes and feature enhancements
  • Support customer onboarding, deployment validation, upgrades, and operational health checks
  • Develop technical documentation and provide knowledge transfer materials; participate in after-hours escalation support

What they're looking for

  • Networking fundamentals (TCP/IP, routing, switching, BGP, OSPF, VLANs, ACLs, NAT, DNS)
  • Production environment troubleshooting and root cause analysis
  • Technical communication with engineers and executive stakeholders
  • Linux administration and scripting (Python, Bash)
  • API integration and automation
  • Network security technologies and vendor environments (Cisco, Juniper, Arista, Palo Alto, Fortinet)
  • Cloud networking and hybrid infrastructure
  • SNMP, REST APIs, and infrastructure-as-code concepts
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Forward

Forward Networks builds a network digital twin platform designed for enterprise clients to optimize and manage their network infrastructure. The company is hiring Customer Success Engineers and other roles to provide technical expertise, drive platform adoption, and serve as primary technical contacts for customers across the country.

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Likely interview questions

  • Describe a complex production networking issue you've troubleshot—how did you approach root cause analysis and what was your methodology?
  • How would you handle a mission-critical customer outage affecting multiple network segments, and how would you communicate the issue to both technical and executive stakeholders?
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