Job Url: https://www.remoterocketship.com/company/netboxlabs/jobs/senior-customer-support-engineer-united-states-remote

Job Description: 
NetBox Labs
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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. 


11 - 50 employees


Founded 2023

🤝 B2B

☁️ SaaS

🏢 Enterprise

Senior Customer Support Engineer
6 minutes ago

🇺🇸 United States – Remote

💵 $100k - $140k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

AWS

Cloud

Django

Docker

Grafana

Kafka

Kubernetes

Linux

Open Source

Postgres

Prometheus

Python

Shell Scripting

SQL

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📋 Description
NetBox Labs is seeking a Senior Customer Support Engineer
• 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 Managers 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

🎯 Requirements
Required Technical Skills
• Docker (with compose), GitHub or GitLab
• SQL, Postgres, CSV file processing, JSON processing
• SSH, Linux command line, shell scripting
• Python, pip, REST APIs, curl
• NetBox, DCIM, IPAM, and other networking concepts
Desired Technical Skills
• Understanding of network engineering principles, network device modeling, automation workflows
• NetBox plugins and integration, Django
• Basic Kubernetes management (kubectl)
• Prometheus, Grafana, OpenTelemetry
• SSO (OIDC, OAuth, SAML)
• Troubleshooting on Linux command line (CPU/memory/disk/network)
• HTTP webhooks, asynchronous messaging (kafka, MQTT, AMQP, AWS SNS)

🏖️ Benefits
Offers Equity
• Offers Bonus

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