netboxlabs - Senior Customer Support Engineer
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Requirements
• NetBox, DCIM, IPAM, and core networking concepts • Docker (with Compose) • GitHub or GitLab • SQL, PostgreSQL, CSV, and JSON processing • SSH, Linux command line, shell scripting • Python, pip, REST APIs • Network engineering fundamentals, device modeling, and automation workflows • NetBox plugins and integrations + Django • Kubernetes management and troubleshooting (kubectl) • Observability tooling: Prometheus, Grafana, OpenTelemetry • SSO flows: OIDC, OAuth, SAML • Linux performance and network troubleshooting (CPU, memory, disk, firewall, network) • Async messaging and webhooks: Kafka, MQTT, AMQP, AWS SNS • WHAT SUCCESS LOOKS LIKE • Your customers trust you and know you understand their environment • Issues get resolved thoroughly and on time, with clear communication throughout • You are finding risks and opportunities before they are obvious to anyone else • Your documentation reduces the number of times the same problem escalates twice • Product and Engineering act on your feedback because it comes with context and evidence
Responsibilities
• Be the technical anchor for your customers • Build deep familiarity with each customer's environment, goals, and constraints • Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers • Help customers translate their network management goals into NetBox workflows and adoption paths • Serve as the bridge between what customers need and what the product can do • Own technical issues end-to-end • Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades • Manage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health • Meet SLAs for response and resolution while keeping customers informed throughout • Escalate proactively when revenue, stability, or customer trust are at risk • Make the team and product better • Surface customer feedback and feature requests to Product with enough context to be actionable • Build runbooks and troubleshooting guides that reduce repeat escalations • Identify patterns in support volume and propose improvements to process or product • Collaborate with TechOps on deep technical escalations and custom customer needs
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