Customer Care Engineer (Technical Support Engineer)

Customer Care Engineer (Technical Support Engineer)

Remote - Australia

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 Customer Care Engineer (Technical Support Engineer), Australia

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 Customer Care Engineer (Technical Support Engineer) for our Support team, you will be responsible for providing world class post-sales customer support and technical leadership to our client base.

Responsibilities:

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

Experience:

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.

Highly Desired:

B.S. Computer Science or equivalent educational experience.

Python scripting experience

Kubernetes experience

Linux fundamentals

API debugging

Cloud networking (AWS, Azure, GCP)