Customer Success Engineer

Forward was founded in 2013 by four Stanford Ph.D.s, building the industry's first network digital twin: a mathematically accurate model of the production network. It's the foundation for autonomous networking, giving engineers and AI agents the ability to know the impact of every change before it touches production. Global leaders like Goldman Sachs, PayPal, S&P Global, IBM, and Dell trust Forward, alongside fast-growing enterprises and government agencies, realizing an average of $14.2 million in annual benefits, according to IDC. Backed by top-tier investors, including A. Capital, Andreessen Horowitz, Goldman Sachs, MSD Partners, Omega Venture Partners, Section 32, and Threshold Ventures, and headquartered in Santa Clara, we're most proud of our team: curious people who'd rather build what doesn't exist than accept how things have always been done.

About the role

As a Customer Success Engineer for our Enterprise team, you will provide world-class post-sales technical leadership to our client base and will be onsite at our customer in NY. This role is ideal for someone who wants to create a category and help build a special company with a product that has been in market for 5+ years and is trusted by top Federal agencies and F500/Global 2000 organizations.

Responsibilities

• Provide advice and guidance as Forward’s subject matter expert to ensure successful ongoing usage and adoption of our technologies
• Take ownership of post-sales technical issues, working with cross-functional teams to document problem resolution steps and troubleshooting procedures
• Walk customers through the various stages of adoption with Forward’s Platform
• Work directly with internal Product Management, Engineering, Sales, and Marketing teams
• Travel approximately 10%

Requirements

• B.S. in 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 agency
• Must be willing to be onsite at a customer location in either Charlotte, NC (hybrid), Jersey City, NJ, or NYC

Experience

• Strong understanding of Networking and Security fundamentals
• Experience working with multiple network vendors (e.g., A10, Arista, Cisco, F5, Fortinet, Juniper, Palo Alto Networks)
• Strong verbal and written communication skills with a focus on needs analysis, positioning, business justification, and closing techniques; superior presentation skills
• Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems
• Demonstrable success in thinking strategically, executing tactically, and providing consistent, 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 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 compensation offered for this position will depend on qualifications, experience, and work location. For candidates who receive an offer at the posted level, the starting base salary plus bonus is expected to be between $165,000/yr and $190,000/yr. The offered compensation may also include stock.