Customer Success Engineer

Forward Networks is transforming how the world’s most complex networks are managed and secured. Founded in 2013 by four Stanford Ph.D.s, we built the industry’s first network digital twin, a mathematically precise model of the production network that gives IT teams unmatched visibility, verification, and agility across every major cloud and vendor environment.

Our customers include global leaders such as Goldman Sachs, PayPal, S&P Global, IBM, and Dell, as well as fast-growing enterprises and government agencies. According to IDC, Forward Networks customers realize an average of $14.2 million in annual benefits through improved efficiency and security.

Backed by world-class investors including Andreessen Horowitz, Goldman Sachs, MSD Partners, and Threshold Ventures, Forward Networks offers a people-centric, innovative culture where brilliant minds are shaping the future of network reliability, security, and AI-ready operations.

Forward Networks is looking for a Customer Success Engineer, Japan.

• Do you want to create a category and help build a special company?
• Join a company that has been in the market 7+ years and has some of the top Federal agencies and F500/Global 2000 already buying and referenceable.
• We are building a special team and hope you consider us if you want to have the experience of changing the networking world as we know it. 

What you’ll do:

As a Customer Success Engineer Japan, you will be responsible for providing world class post-sales technical leadership to our client base.

Responsibilities:

• Providing advice and guidance as the Forward Networks 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 Networks Platform
• Working directly with our internal Product Management, Engineering, Sales and Marketing teams.
• Some travel to customer locations (<10%)

Requirements:

• Must be fluent in Japanese and English, both written and spoken.
• 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

Experience:

• Must be fluent in Japanese and English, both written and spoken.
• 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)

Candidates will work remote with 10-20% travel requirement for customer and internal meetings.