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NetBox Labs is seeking a Senior Customer Support Engineer with 5+ years of experience. Reporting into the COO, you will serve as the trusted technical advisor for our customers. You will provide technical guidance to help customers maximize the value they receive from our products and achieve business outcomes that lead to product adoption, renewal, and expansion opportunities.
In this role you will:
Manage the post sales customer lifecycle from installation and onboarding through upgrades
Provide customer support, including implementing fixes and diagnosing, and debugging/reproducing customer problems
Maintain accurate and up-to-date project status and customer support data within Zendesk and Monday.com
Build relationships with our customers to understand their desired business outcomes
Be the NetBox expert -engage in technical discussions about NetBox with network engineers and demonstrate the value of NetBox in business discussions with company executives
Support efforts to promote regular engagement with customers to present product roadmaps, QBRs, manage escalations and conduct regular status calls
Take ownership of support tickets through resolution in a manner that achieves SLAs for response and resolution times
Work with our Customer Success Managers to identify new use cases to grow accounts.
Find areas where NetBox Labs can provide the most business value that will drive upgrades
Monitor, maintain and improve renewal rates, expansions and customer satisfaction
Communicate customer feedback to our product team and influence our roadmap
You will work closely with:
Our Customer Success Managers to drive customer outcomes
Our Sales and Solutions Engineering teams to coordinate pre sales to post sales transition
Our Product and Engineering teams on product feedback and escalations
Required Technical Skills
Docker (with compose), GitHub or GitLab
SQL, Postgres, CSV file processing, JSON processing
SSH, Linux command line, shell scripting
Python, pip, REST APIs, curl
NetBox, DCIM, IPAM, and other networking concepts
Desired Technical Skills
Understanding of network engineering principles, network device modeling, automation workflows
NetBox plugins and integration, Django
Basic Kubernetes management (kubectl)
Prometheus, Grafana, OpenTelemetry
SSO (OIDC, OAuth, SAML)
Troubleshooting on Linux command line (CPU/memory/disk/network)
HTTP webhooks, asynchronous messaging (kafka, MQTT, AMQP, AWS SNS)
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 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.
