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Customer Care Engineer - Remote Opportunity

Forward Networks, Inc.Remote - AustraliaNew
Remote Full-time

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Experience Level

Experience

Qualifications

Key Responsibilities: Triage, prioritize, and resolve technical issues for our premier clients. Identify software bugs, replicate client issues, and test/validate software fixes. Collaborate with Forward Engineering teams to address customer challenges. Timely escalation of unresolved issues while maintaining clear communication with all stakeholders. Qualifications: Minimum of 3 years of technical customer support experience. Experience in a technical support center, assisting a diverse range of customers. Availability to cover NAM EST time zones. Willingness to participate in after-hours on-call rotation. Skills: Solid foundation in Networking, Cloud, or Security principles. Exceptional written and verbal communication skills. Strong analytical and problem-solving abilities.

About the job

Forward Networks, Inc. builds technology that helps organizations manage and secure complex networks. Founded in 2013 by four Stanford Ph. D.s, the company introduced the first network digital twin, a mathematical model of real-world production networks. This innovation gives IT teams greater visibility, verification, and agility across different cloud platforms and vendors.

Clients include global names such as Goldman Sachs, PayPal, S&P Global, IBM, and Dell, as well as rapidly growing companies and government agencies. IDC reports that customers save an average of $14.2 million each year by improving efficiency and security with Forward Networks’ solutions. The company is backed by investors including Andreessen Horowitz, Goldman Sachs, MSD Partners, and Threshold Ventures.

Role overview

The Customer Care Engineer (Technical Support Engineer) will join the Support team based remotely in Australia. This role centers on helping customers resolve technical issues and get the most out of Forward Networks’ products. The team values collaboration and aims to set new standards in network reliability and security.

What you will do

  • Support customers by troubleshooting and resolving technical problems related to Forward Networks’ solutions
  • Work closely with both customers and internal teams to ensure issues are addressed efficiently
  • Contribute to a team that is shaping the future of networking technology

Requirements

  • Experience in technical support or customer care, ideally within the networking or IT sector
  • Strong problem-solving skills and a collaborative approach
  • Based in Australia and able to work remotely

About Forward Networks, Inc.

Forward Networks is at the forefront of transforming network management through innovative solutions that provide organizations with a clear operational advantage. Our technology enables businesses to achieve superior network reliability and security, fostering an environment of growth and efficiency.

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