Senior Customer Care Engineer - Federal TS SCI w/ FSP

Senior Customer Care Engineer (Networking): Provide world‑class post‑sales technical support and leadership for complex networking environments with an accent on troubleshooting multi‑vendor networks and resolving issues for top Federal and Fortune 500 customers. Focus on on‑site live troubleshooting, security clearance requirements, and collaboration with engineering teams to deliver timely solutions.

Location: Remote with onsite presence in Washington, DC Metro area , up to 20% travel within 2‑hour radius of Washington DC required

Salary: $180,000–$200,000 per year plus bonus and stock options

Company

Forward Networks is a product company pioneering network digital twin technology to enhance network management, security, and visibility for global leaders and federal agencies.

What you will do

• Provide triage, prioritize, and resolve technical issues for top customers including Federal agencies and Fortune 500 companies
• Identify software bugs, recreate customer issues, and verify fixes with engineering teams
• Maintain direct communication with stakeholders and elevate unresolved issues promptly
• Perform on‑site live troubleshooting at Federal customer locations
• Participate in after‑hours on‑call rotation

Requirements

• Must have TS SCI clearance with FSP poly
• 7+ years of technical customer support experience in networking and systems
• Strong understanding of networking fundamentals, cloud, or security
• Experience supporting multi‑vendor networks (A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks, AWS, GCP)
• Strong written and interpersonal communication skills
• Ability to travel up to 20% within 2‑hour radius of Washington DC

Nice to have

• B.S. in Computer Science or equivalent experience
• Python scripting experience
• Kubernetes experience
• Advanced Linux skills
• API debugging experience
• Cloud networking knowledge (AWS, Azure, GCP)

Culture & Benefits

• Innovative, people‑centric culture with focus on network reliability and security
• Work remotely with required onsite presence in DC Metro area
• Competitive salary with bonus and stock options
• Opportunity to work with top Federal agencies and global enterprises