Forward Networks - Customer Care Engineer (Technical Support Engineer)
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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 or CST time zones • Participate in after hours on-call rotation • 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: • Highly Desired: • B.S. Computer Science or equivalent educational experience. • Linux fundamentals • Cloud networking (AWS, Azure, GCP)
Responsibilities
• 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 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.
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