Customer Care Engineer – Technical Support Engineer

🕒 April 28

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Forward Networks, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2013

☁️ SaaS

🏢 Enterprise

🔒 Cybersecurity

SaaS • Enterprise • Cybersecurity

Forward Networks, Inc. is a leading provider of network modeling software, offering vendor-agnostic "digital twin" technology to create accurate, mathematically-modeled representations of complex network infrastructures. Their flagship product, Forward Enterprise, enhances network reliability, security, and management by enabling end-to-end visibility and service assurance across cloud and on-premise environments. Noted for its network vulnerability and attack surface management capabilities, it aids in proactive network security and operations. Forward Networks' innovative solutions are recognized by industry analysts such as Gartner, making them a preferred choice for Fortune 50 companies and federal agencies in streamlining network operations and improving security postures.

📋 Description

• 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

• 3+ years of technical customer support experience. • Experience working at a technical support center assisting a variety of customers. • Ability to cover NAM EST time zones • Participate in after hours on-call rotation • 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. • B.S. Computer Science or equivalent educational experience. • Python scripting experience • Kubernetes experience • Linux fundamentals • API debugging • Cloud networking (AWS, Azure, GCP)

🏖️ Benefits

•