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

Senior Customer Care Engineer (Technical Support)

Remote - Washington, DC

Forward 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, Pay Pal, S&P Global, IBM, and Dell, as well as fast-growing enterprises and government agencies. According to IDC, Forward 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 offers a people-centric, innovative culture where brilliant minds are shaping the future of network reliability, security, and AI-ready operations.

Forward 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 environments
• Support classified customer engagements and on-site activities when necessary

What We're Looking For If you possess the TS/SCI with FSP and a strong networking foundation, we encourage you to apply.

Required Qualifications:

• Active TS/SCI with Full Scope Polygraph (FSP)
• Strong troubleshooting and analytical skills
• Experience supporting production enterprise or service provider environments
• Ability to communicate technical concepts clearly to both engineers and executive stakeholders
• Strong customer-facing communication and professionalism
• Ability to work independently in fast-paced operational environments
• Understanding of networking fundamentals, including: TCP/IP, Routing and Switching, VLANs, BGP, OSPF, ACLs, NAT, DNS, network segmentation

Up to 20% travel within a 2-hour radius of Washington DC required Ability to participate in after-hours on-call rotation

Preferred Qualifications:

• 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:
  Cisco, Juniper Networks, Arista Networks, Palo Alto Networks, Fortinet
• Exposure to cloud networking and hybrid infrastructure environments
• Experience with automation, telemetry, SNMP, REST APIs, or infrastructure-as-code concepts
• Understanding of cybersecurity frameworks, compliance validation, or vulnerability management workflows

Why Forward Networks?

One of the Best Places to Work in Networking At Forward Networks, you'll work alongside some of the brightest minds in networking, security, and software engineering, including Stanford PhDs, industry veterans, and technical leaders who are redefining how modern networks are operated and secured. We foster a highly collaborative culture where innovation, technical excellence, customer impact, and professional growth are valued.

This is a place where engineers solve real…