Senior Customer Care Engineer (Technical Support) - Federal TS SCI w/ FSP
F
Forward NetworksNetworking
Remote - Washington, DCFull-TimeSenior
Salary200,000 - 230,000 USD per year
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Job Details
- Required Skills
- Analytical SkillsRESTful APIsNetworkingTroubleshootingScripting
Requirements
- 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
- 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
Responsibilities
- Serve as a trusted technical advisor and escalation engineer for strategic Federal customers operating highly complex production networks.
- Providing triage, prioritizing, and resolving technical issues for our top customers.
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