Senior Customer Care Engineer (Technical Support) - Federal TS SCI w/ FSP

## About the role Forward Networks is transforming how the world's most complex networks are managed and secured. Founded in 2013 by four Stanford Ph.D.s, we built the industry's first network digital twin, a mathematically precise model of the production network that gives IT teams unmatched visibility, verification, and agility across every major cloud and vendor environment. Our customers include global leaders such as Goldman Sachs, PayPal, S&P Global, IBM, and Dell, as well as fast-growing enterprises and government agencies. According to IDC, Forward Networks customers realize an average of $14.2 million in annual benefits through improved efficiency and security. Backed by world-class investors including Andreessen Horowitz, Goldman Sachs, MSD Partners, and Threshold Ventures, Forward Networks offers a people-centric, innovative culture where brilliant minds are shaping the future of network reliability, security, and AI-ready operations. Forward Networks is looking for a Senior Technical Support Engineer (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 (Federal), you will serve as a trusted technical advisor and escalation engineer for strategic Federal customers operating highly complex production networks. ## Responsibilities - Providing triage, prioritizing, and resolving technical issues for our top - Serve as the primary technical interface for assigned Federal customers - Troubleshoot and resolve complex production issues across networking, infrastructure, data collection, modeling, and analytics workflows - 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 - Analyze network configurations, routing behavior, security posture, and infrastructure telemetry - Support onboarding, deployment validation, upgrades, and operational health checks - Leverage APIs, scripting, and automation to improve customer workflows and operational efficiency - Assist customers with advanced use cases, including: - network verification - path analysis - outage prevention - vulnerability and exposure analysis - configuration compliance - intent validation - security posture analysis - operational troubleshooting - Develop and maintain technical documentation, knowledge transfer materials, and operational guidance - Participate in after-hours escalation support as required for mission-critical customer envir