Senior Customer Support Engineer

NetBox Labs

Senior Customer Support Engineer assisting clients in resolving networking challenges. Engaging closely with customer teams to enhance network management via NetBox.

Posted 6/4/2026full-timeRemote • Illinois • 🇺🇸 United StatesSenior💰 $110,000 - $140,000 per yearWebsite

Tech Stack

Tools & technologies

DockerLinuxPostgresPythonShell ScriptingSQL

About the role

Key responsibilities & impact

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
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
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

Requirements

What you’ll need

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

Benefits

Comp & perks

Offers Equity
Offers Bonus

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

NetBoxDCIMIPAMDockerGitHubGitLabSQLPostgreSQLPythonREST APIs

Soft Skills

customer relationship managementproblem solvingcommunicationcollaborationtechnical supportprocess improvementfeedback analysisescalation managementdocumentationonboarding