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, “Enterprise Cloud Computing Software of the Year,” and has been named to Fortune’s 2022 “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, Threshold Ventures, and Goldman Sachs. Forward Networks is looking for a Customer Care Engineer Do want to create a category and help build a special company? Join a company that has been in market 5+ 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 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 and resolve customer issues. Escalating unresolved issues in a timely manner and maintain direct communications with all the stakeholders. Requirements: B.S. Computer Science or equivalent educational experience. 1+ years of customer supporting experience. Experience working at a support center assisting multiple customers. Experience: Strong understanding of fundamentals in Networking, Cloud or Security Strong written and interpersonal communications skill 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 Kubernetes experience Familiarity with API for Candidates will work remote with 10% travel requirement for internal meetings. Candidate must reside in the Eastern time zone On target earnings range $115k-$135k