Senior Customer Support Engineer

Job description

ABOUT THE ROLE As a Customer Support Engineer (CSE) at NetBox Labs, you are the technical partner your customers rely on. You immerse yourself in their world, learn how they run their networks, and help them get real value from NetBox and our broader product suite. When something breaks, you own it. When customers are planning something complex, you are in the room. When they are not sure what is possible, you show them. This is a relationship role with deep technical requirements. You will work with network engineers on their hardest problems and on their business's strategic priorities. The best people in this role are trusted by their customers the way you trust a colleague who always knows what to do. You will report to the CSE Manager and work closely with Customer Success Managers, TechOps, Product, and Engineering. WHAT YOU WILL DO 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 REQUIRED TECHNICAL SKILLS - 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 DESIRED TECHNICAL SKILLS - 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 ABOUT NETBOX LABS: NetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open, composable products and supporting the network automation community. NetBox Labs is the commercial steward of open source NetBox, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox. NetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital. OUR CULTURE AND VALUES: - We own and solve problems with high attention to detail. - Our open source contributors, users, customers & team are all part of our community. When our community wins, we win. - We prioritize simplicity and think twice before adding complexity - Clear communication helps keep our team aligned and collaborating smoothly. NetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.