Customer Care Engineer (Technical Support Engineer)

About the Role: Forward Networks is transforming how the world's most complex networks are managed and secured with the industry's first network digital twin. As a Customer Care Engineer (Technical Support Engineer), you will be responsible for providing world-class post-sales customer support and technical leadership to our client base.

What You'll Do

• Provide triage, prioritize, and resolve technical issues for our top customers.
• Identify software bugs, recreate customer issues, and test/verify versions with software fixes.
• Work with Forward Engineering teams to resolve customer issues.
• Escalate unresolved issues in a timely manner and maintain direct communications with all stakeholders.
• Participate in an after-hours on-call rotation and cover NAM EST time zones.

What You Bring

• 3+ years of technical customer support experience assisting a variety of customers.
• Strong understanding of fundamentals in Networking, Cloud, or Security.
• Experience supporting a multi-vendor network (e.g., Cisco, Juniper, Palo Alto Networks, AWS, GCP).
• Excellent analytical and problem-solving skills with the ability to provide quick resolutions.
• Bonus: Python scripting, Kubernetes, Linux fundamentals, and API debugging experience.

Benefits

• Join a people-centric, innovative culture backed by world-class investors.
• Opportunity to help build a special company changing the networking world.
• Fully remote work flexibility within Australia.