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Senior Customer Care Engineer - Federal TS SCI w/ FSP at Forward Networks. . Location: Remote - Washington, DC. Forward Networks is transforming how the world’s most complex networks are managed and secured. Founded in 2013 by four Stanford Ph.D.s, we built the industry’s first network digital twin, a mathematically precise model of the production network that gives IT teams unmatched visibility, verification, and agility across every major cloud and vendor environment.. . Our customers include global leaders such as Goldman Sachs, PayPal, S&P Global, IBM, and Dell, as well as fast-growing enterprises and government agencies. According to IDC, Forward Networks customers realize an average of $14.2 million in annual benefits through improved efficiency and security.. . Backed by world-class investors including Andreessen Horowitz, Goldman Sachs, MSD Partners, and Threshold Ventures, Forward Networks offers a people-centric, innovative culture where brilliant minds are shaping the future of network reliability, security, and AI-ready operations.. . Forward Networks is looking for a Senior Technical Support Engineer (Senior Customer Care Engineer).. . Do you want to create a category and help build a special company?. . Join a company that has been in the market 6+ years and has some of the top Federal agencies and F500/Global 2000 already buying and referenceable.. . We are building a special team and hope you consider us if you want to have the experience of changing the networking world as we know it.. . What you'll do:. . As a Senior Technical Support Engineer - Federal (Senior Customer Care Engineer) for our Support team, you will be responsible for providing world class post-sales customer support and technical leadership to our 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. . . Location: DC Metro. . Up to 20% travel within 2 hour radius of Washington DC required. . Ability to participate in after hours on-call rotation. . Experience:. . . 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.. . . Highly Desired:. . .  B.S. Computer Science or equivalent educational experience.. . Python scripting experience. . Kubernetes experience. . Advanced Linux experience. . API debugging. . Cloud networking (AWS, Azure, GCP). . . The compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary +bonus is expected to be between $180,000/yr to $200,000/yr. The offered compensation may also include stock.. .