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Forward

Customer Success Engineer

New YorkFrom $165kmidAdded today

About this role

Forward seeks an experienced Customer Success Engineer to serve as the primary technical liaison for enterprise clients, ensuring successful adoption and ongoing optimization of their network digital twin platform. You'll work onsite with customers in the NY area, bridging internal teams and client needs while troubleshooting complex networking challenges.

What you'll do

  • Serve as subject matter expert providing technical guidance and support to ensure successful platform adoption and usage
  • Own post-sales technical issues, coordinate across internal teams, and document resolution procedures
  • Guide customers through all phases of Forward platform adoption and implementation
  • Collaborate with Product Management, Engineering, Sales, and Marketing on customer requirements
  • Travel to customer sites as needed (approximately 10% of time)
  • Maintain high levels of customer satisfaction and retention through strategic and tactical execution

What they're looking for

  • Networking and security fundamentals
  • Experience with major network vendors (Cisco, Juniper, Arista, Palo Alto Networks, F5, Fortinet, A10)
  • Post-sales technical engineering and customer-facing problem-solving
  • Verbal and written communication with presentation skills
  • API-driven workflows and scripting (Python, bash, jq, GraphQL)
  • Analytical and diagnostic troubleshooting abilities
  • Strategic thinking with tactical execution capability
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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

  • Walk us through your most complex post-sales technical engagement: what was the challenge, how did you approach it, and what was the outcome?
  • Describe your experience working with multiple network vendors—how do you quickly become proficient with unfamiliar platforms?
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