Senior Customer Support Engineer

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🔥 0 minutes ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $110k - $140k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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NetBox Labs

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2023

🤝 B2B

☁️ SaaS

🏢 Enterprise

B2B • SaaS • Enterprise

NetBox Labs is the commercial steward of open source NetBox, a leading platform for operating, automating, and securing networks and infrastructure. It offers products like NetBox Cloud and NetBox Enterprise, designed to serve as a network source of truth, facilitating network automation, configuration management, and data integration for organizations. With a focus on user community and open-source development, NetBox Labs aims to simplify network management and drive efficiency in network operations.

📋 Description

• 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

• 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

• Offers Equity • Offers Bonus