Customer Support Engineer (Remote – US Pacific or Mountain time)

Netboxlabs; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Join a forward-thinking company as a Customer Support Engineer, where you will leverage your technical expertise to guide customers in maximizing their use of innovative network automation products. This role involves managing customer relationships, troubleshooting technical issues, and collaborating with cross-functional teams to enhance product offerings. You will be at the forefront of ensuring customer satisfaction and driving product adoption, all while working in a supportive and dynamic remote environment. If you are passionate about technology and customer success, this opportunity is a perfect fit for you.

Benefits

Competitive compensation package

Early employee Series A equity

Flexible, unlimited PTO

Choice of tech – choose your laptop

Top market medical, dental, and vision insurance

Employer 401k contribution

Qualifications

• 5+ years of experience in customer support engineering.
• Strong technical skills in Docker, Linux, and networking concepts.

Responsibilities

• Manage the post sales customer lifecycle from installation to upgrades.
• Provide technical support and maintain project status in tools like Zendesk.

Skills

Docker

GitHub or GitLab

SSH

Linux command line

Shell scripting

NetBox

DCIM

IPAM

Django

SSO (OIDC, OAuth, SAML)

Tools

Zendesk

Monday.com

Google Apps

Slack

Zoom

Notion

Job description

Customer Support Engineer (Remote – US Pacific or Mountain time)

NetBox Labs is seeking a 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 team 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 team 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.
• SSH, Linux command line, shell scripting.
• NetBox, DCIM, IPAM, and other networking concepts.

Desired Technical Skills:

• NetBox plugins and integration, Django.
• SSO (OIDC, OAuth, SAML).
• Troubleshooting on Linux command line (CPU/memory/disk/network).

Our culture and values:

• We own and solve problems with an innovative mindset and high attention to detail. We are always striving for improvements in our platform and methodologies.
• We put our community first and support our colleagues by sharing our knowledge and providing constructive feedback.
• We value simplicity and focus and think twice before adding complexity.
• Given we are a remote-first team located all over the world, we value strong communication skills and an open, transparent culture. We use Google Apps, Slack, Zoom and Notion to collaborate in real time and work asynchronously. We also get together during the year at company events, plus at industry conferences, and meetups.

Comp and benefits:

• Competitive compensation package.
• Meaningful, early employee Series A equity.
• Flexible, unlimited PTO.
• Choice of tech – choose your laptop when you join.
• Top of market medical, dental, and vision insurance, as well as employer 401k contribution.

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.