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

**Company:** [Forward Networks](https://hotfix.jobs/companies/forward-networks)
**Location:** Remote
**Role:** Support Engineering
**Salary:** $200k – $230k/yr
**Skills:** TCP/IP, BGP, Ospf, Routing And Switching, Vlans, Acls, Nat, DNS, Linux, Python, Bash, REST APIs, Snmp, Cisco, Juniper Networks
**Posted:** 2026-04-29

> Serves as trusted technical advisor for Federal customers, troubleshooting complex network issues, performing root cause analysis, and driving resolutions with engineering. Requires TS/SCI with FSP, strong networking fundamentals, and customer-facing skills.

## Job Description

## Responsibilities
- 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

## Requirements
**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

**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

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

## Compensation
Starting base salary + bonus expected to be between $200,000/yr and $230,000/yr. May also include stock.

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