[Hiring] Customer Care Engineer @Forward Networks

Role Description

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

• Providing triage, prioritizing, and resolving technical issues for our top customers.
• Identifying software bugs, recreating customer issues, and testing/verifying versions with software fixes.
• Working with Forward Engineering teams to resolve customer issues.
• Escalating unresolved issues in a timely manner and maintaining direct communications with all stakeholders.

Qualifications

• 3+ years of technical customer support experience.
• Experience working at a technical support center assisting a variety of customers.
• Ability to cover NAM EST or CST time zones.
• Participate in after-hours on-call rotation.

Requirements

• 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.

Company Description

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.
• Offers a people-centric, innovative culture where brilliant minds are shaping the future of network reliability, security, and AI-ready operations.