Senior Customer Support Engineer

NetBox Labs, Inc.; United Kingdom; Remote; GBP 40,000 - 70,000; Full time

Job summary

NetBox Labs seeks a Senior Customer Support Engineer to serve as a trusted advisor for clients, guiding them to maximize product value. This role involves overseeing customer lifecycles, providing technical support, and communicating feedback to influence product development. The right candidate will have significant technical experience and a customer-focused approach.

Qualifications

• 5+ years of experience in technical support or related fields.
• Ability to manage customer relationships and drive outcomes.

Responsibilities

• Manage the post-sales customer lifecycle from installation to upgrades.
• Provide technical support and troubleshoot customer issues.
• Build relationships with customers to understand their business outcomes.

Skills

Docker

GitHub

SQL

Postgres

JSON processing

Python

REST APIs

NetBox

Job description

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)

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.

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.