Forward
Senior Customer Care Engineer (Technical Support) - Federal TS SCI w/ FSP
Remote - Washington, DC · Senior
No sponsorshipDetected 12 days ago
TypeScriptPythonBashLinuxRESTCybersecurityNetwork SecuritySOC OperationsCustomer SuccessCustomer SupportTCP/IPDNSCiscoBGP/OSPFNetwork MonitoringCommunicationCollaboration
About the role
- 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 foster a highly collaborative culture where innovation, technical excellence, customer impact, and professional growth are valued.
Responsibilities
- Perform deep technical triage and root cause analysis for customer- reported issues
- Recreate customer environments and scenarios to identify software defects and validate fixes
- Work directly with Engineering and Product Management to drive bug resolution, feature enhancements, and customer success outcomes
Requirements
- Experience supporting production enterprise or service provider environments
- Ability to communicate technical concepts clearly to both engineers and executive stakeholders
- Ability to work independently in fast-paced operational environments
- Up to 20% travel within a 2-hour radius of Washington DC required
- Ability to participate in after-hours on-call rotation
Nice to have
- The following are preferred but not required:
- Experience supporting Federal or classified customer environments
- Familiarity with Linux administration and troubleshooting
- Python, Bash, or other scripting experience
- API integration and automation experience
- Experience with network security technologies and operations
- Familiarity with large-scale vendor environments, including:
- Juniper Networks
Skills
- Forward is transforming how the world's most complex networks are managed and secured.
Compensation
- According to IDC, Forward customers realize an average of $14.2 million in annual benefits through improved efficiency and security.
Benefits
- Support onboarding, deployment validation, upgrades, and operational health checks
Company info
- As a Senior Customer Care Engineer (Federal), you will serve as a trusted technical advisor and escalation engineer for strategic Federal customers operating highly complex production networks.
- Serve as the primary technical interface for assigned Federal customers
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This listing is sourced directly from Forward's careers page and normalized into a canonical job model.