Customer Success Engineer

About the role

Forward is looking for a Customer Success Engineer to provide world class post-sales technical leadership to our client base. This role is onsite at our customer in NY and is part of our Enterprise team.

Responsibilities

• Providing advice and guidance as Forward's subject matter expert to ensure successful ongoing usage and adoption of our technologies
• Taking ownership of post-sales technical issues, working with cross-functional teams to document problem resolution steps and troubleshooting procedures
• Walking customers through the various stages of adoption with Forward's Platform
• Working directly with our internal Product Management, Engineering, Sales and Marketing teams
• Some travel (10%)

Requirements

• B.S. Computer Science or equivalent educational experience
• 5+ years of customer facing experience in a post-sales engineer role for a networking company, relevant software vendor, or as a network engineer for a large enterprise, service provider or Governmental agencies
• Must be willing to be onsite at customer location in either Charlotte, NC (hybrid)/ Jersey City, NJ/ NYC

Qualifications

• Strong understanding of Networking and Security fundamentals
• Experience in working with multiple Network vendors (e.g. A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks etc.)
• Strong verbal and written communications skills with a focus on needs analysis, positioning, business justification, and closing techniques
• Superior presentation skills
• Excellent analytical & problem-solving skills, combined with the ability to provide quick resolution to problems
• Demonstrable success in thinking strategically, executing tactically while providing consistent and high levels of customer satisfaction and retention in a fast-paced environment

Highly Desired

• One or more of the following certificates: CCIE, JNCIE or VCDX
• Experience in working for a startup company
• Working knowledge of API driven workflows and scripting languages (Python, bash, jq, graphql, etc)
• Ideal candidate will be onsite at customer location in NY

Pay

The starting base salary + bonus is expected to be between $165,000/yr to $190,000/yr. The offered compensation may also include stock.