Senior Customer Support Engineer

NetBox Labs; United States; Remote; USD 110,000 - 160,000; Full time

Job summary

NetBox Labs is hiring a Customer Support Engineer to be the technical anchor for customers, understanding their network environments and guiding them to realize value from NetBox and the broader product suite.

You will own issues end-to-end, from onboarding through upgrades, while engaging with Customer Success, TechOps, Product, and Engineering. This role emphasizes deep technical collaboration and proactive problem solving.

Qualifications

• NetBox, DCIM, IPAM concepts required.
• Docker (with Compose) experience required.
• GitHub or GitLab experience required.
• SQL/PostgreSQL/CSV/JSON processing skills needed.
• SSH and Linux CLI, shell scripting required.
• Python and REST APIs experience preferred.

Responsibilities

• Be the technical anchor for customers, building familiarity with environments and goals.
• Participate in architecture reviews, planning, and business reviews with Customer Success Managers.
• Translate customer goals into NetBox workflows and adoption paths.
• Bridge between customer needs and product capabilities; own issues end-to-end.
• Diagnose, reproduce, and resolve installation, configuration, integrations, plugins, and upgrades.
• Manage onboarding, upgrades, and deployment health; meet SLAs and communicate progress.
• Surface customer feedback to Product with actionable context.
• Build runbooks and troubleshooting guides to reduce escalations.
• Identify patterns in support volume and propose process/product improvements.
• Collaborate with TechOps on escalations and custom needs.

Skills

NetBox, DCIM, IPAM

Docker (with Compose)

GitHub or GitLab

SQL, PostgreSQL, CSV, JSON processing

SSH, Linux CLI, shell scripting

Python, REST APIs

Tools

Docker

GitHub

GitLab

PostgreSQL

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.