Senior Customer Care Engineer - Federal TS SCI w/ FSP

Forward Networks is transforming how the world’s most complex networks are managed and secured. They are seeking a Senior Technical Support Engineer to provide world-class post-sales customer support and technical leadership to their client base.

Responsibilities:

• Providing triage, prioritizing, and resolving technical issues for our top customers
• Identifying s/w bugs, recreate customer issues, and test/verify versions with s/w fix
• Working with Forward Engineering teams to resolve customer issues
• Escalating unresolved issues in a timely manner and maintaining direct communications with all stakeholders
• On-site live troubleshooting in Federal customer locations

Requirements:

• 7+ years of technical customer support experience
• Experience working in technical support assisting a variety of networking and system issues
• TS SCI clearance w/FSP poly
• Strong understanding of fundamentals in Networking, Cloud or Security
• Strong written and interpersonal communications skills
• Excellent analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
• Experience supporting a multi-vendor network (e.g. A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks, AWS, GCP etc.)
• Proven ability to work cross-functionally within a team-oriented environment
• B.S. Computer Science or equivalent educational experience
• Python scripting experience
• Kubernetes experience
• Advanced Linux experience
• API debugging
• Cloud networking (AWS, Azure, GCP)