Senior Customer Support Engineer

NetBox Labs

Senior Customer Support Engineer at NetBox Labs, specializing in technical support for network management solutions. Collaborating with customers to enhance their network experience and resolve complex issues.

Posted 7/9/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $110,000 - $140,000 per yearWebsite

Tech Stack

Tools & technologies

AWSDjangoDockerGrafanaKafkaKubernetesLinuxPostgresPrometheusPythonShell ScriptingSQL

About the role

Key responsibilities & impact

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

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
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

Benefits

Comp & perks

Offers Equity
Offers Bonus

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

NetBoxDockerPythonSQLPostgreSQLLinux Command LineREST APIsNetwork Engineering FundamentalsKubernetesObservability Tooling

Soft Skills

Customer CommunicationProblem SolvingCollaborationProactive EscalationFeedback Management