Senior Customer Care Engineer (Technical Support) - Federal TS SCI w/ FSP
Core
Senior technical advisor and escalation engineer for strategic Federal customers operating highly complex production networks, serving as the primary interface for troubleshooting, root cause analysis, and operational health checks.
Role type
Senior IC technical support engineer (networking & security)
Builds
Forward's Network Digital Twin platform for enterprise and government agencies
Domain
Cybersecurity, network operations, and classified government infrastructure
Deliverable
client delivery
Required skills
Active TS/SCI with Full Scope Polygraph (FSP), deep networking fundamentals (TCP/IP, Routing/Switching, BGP, OSPF, ACLs, NAT, DNS, segmentation), production environment troubleshooting, root cause analysis, API/scripting automation, technical documentation
Preferred skills
Linux administration, Python/Bash scripting, network security technologies, large-scale vendor environments (Cisco, Juniper, Arista, Palo Alto, Fortinet), cloud networking, infrastructure-as-code, cybersecurity frameworks
Technologies
Forward Network Digital Twin, Cisco, Juniper Networks, Arista Networks, Palo Alto Networks, Fortinet, Linux, Python, Bash, REST APIs, SNMP
Responsibilities
Provide triage, prioritizing, and resolving technical issues for top 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; assist customers with advanced use cases including network verification, path analysis, outage prevention, vulnerability and exposure analysis, configuration compliance, intent validation, security posture analysis, and 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 environments; support classified customer engagements and on-site activities when necessary
Seniority
Senior, hands-on IC