Senior Customer Care Engineer

Forward Networks is revolutionizing the way large networks are managed. The Forward Enterprise platform delivers a vendor-agnostic "digital twin" of the network, based on a mathematical model. The platform scales to support hundreds of thousands of network devices, whether cloud, hybrid cloud, or on-prem. It serves as a single source of truth for the network, enabling network operators to instantly verify security posture, accelerate troubleshooting, avoid outages, and modernize network management.

Over the past few years, Forward Networks has received tremendous industry recognition, including “Cool Vendor in Enterprise Networking” by Gartner, “Product of the Year” by Cloud Computing, “Hot Company” by Cyber Defense Magazine, “Enterprise Cloud Computing Software of the Year,” and has been named to Fortune’s “Best Workplaces in the Bay Area” list.

The company was founded by four Stanford PhD graduates who saw a massive opportunity to improve network operations. Investors include Andreessen Horowitz, MSD Capital, Threshold Ventures, and Goldman Sachs.

Forward Networks is looking for a 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 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.

Requirements:

• B.S. Computer Science or equivalent educational experience.
• 3+ years of customer support experience.
• Experience working at a technical support center assisting a variety of customers.

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:

• Python scripting