Remote opportunity at
NetBox LabsSenior Customer Support Engineer
NetBox Labs is hiring a remote Senior Customer Support Engineer for a full-time position offering between USD 115,000 and 130,000 per year. In this technical partnership…
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About This Role
NetBox Labs is hiring a remote Senior Customer Support Engineer for a full-time position offering between USD 115,000 and 130,000 per year. In this technical partnership role, the professional will guide network engineering clients in implementing and maximizing the value of NetBox and its broader product ecosystem. The position involves acting as a trusted advisor, leading architecture reviews, managing technical lifecycles from onboarding to upgrades, and serving as the direct…
Job Description
NetBox Labs is hiring a remote Senior Customer Support Engineer for a full-time position offering between USD 115,000 and 130,000 per year. In this technical partnership role, the professional will guide network engineering clients in implementing and maximizing the value of NetBox and its broader product ecosystem. The position involves acting as a trusted advisor, leading architecture reviews, managing technical lifecycles from onboarding to upgrades, and serving as the direct link between user needs and product capabilities.
The person in this position will troubleshoot complex installations, configurations, and integrations while meeting response and resolution service level agreements. They will also document solutions, create troubleshooting guides, and share actionable feedback with the product and engineering departments. Reporting directly to the Customer Support Engineer Manager, the successful candidate will interact daily with Customer Success Managers, TechOps, Product, and Engineering teams.
NetBox Labs serves organizations building and managing intricate networks, functioning as the commercial steward of open source NetBox and Orb. The enterprise offers products such as NetBox Enterprise and NetBox Cloud, backed by major investors. The corporate culture emphasizes accountability, community focus, simplicity, and transparent communication.
Responsibilities
- Act as the primary technical partner for assigned accounts
- Engage in architecture reviews, planning sessions, and business reviews alongside Customer Success Managers
- Guide users in translating network management goals into functional NetBox workflows
- Diagnose, reproduce, and resolve post-sale technical issues spanning installations, configurations, integrations, and upgrades
- Manage onboarding processes, version upgrades, and overall deployment health while adhering to response and resolution service level agreements
- Escalate critical risks concerning revenue, stability, or trust proactively
- Deliver contextual customer feedback and feature requests to the product team
- Develop runbooks and troubleshooting guides to minimize recurring escalations
- Partner with TechOps on advanced technical escalations and custom client needs
Requirements
- Proficiency with NetBox, DCIM, IPAM, and fundamental networking principles
- Experience with Docker and Docker Compose
- Familiarity with GitHub or GitLab
- Knowledge of SQL, PostgreSQL, CSV, and JSON data processing
- Competency in SSH, the Linux command line, and shell scripting
- Experience using Python, pip, and REST APIs
Qualifications
- Familiarity with network engineering fundamentals, device modeling, and automation workflows
- Knowledge of NetBox plugins, integrations, and Django
- Experience with Kubernetes management and troubleshooting via kubectl
- Familiarity with observability tooling including Prometheus, Grafana, and OpenTelemetry
- Understanding of single sign-on flows such as OIDC, OAuth, and SAML
- Competency in Linux performance and network troubleshooting covering CPU, memory, disk, firewalls, and network layers
- Experience with asynchronous messaging and webhooks like Kafka, MQTT, AMQP, and AWS SNS
Core Skills
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
What is the remote work policy for this role?
The posting specifies that the role is remote.
What is the salary range for the Senior Customer Support Engineer position?
The compensation is between USD 115,000 and 130,000 per year.
Who will the Senior Customer Support Engineer report to?
This position reports directly to the Customer Support Engineer Manager.
Are specific benefits listed in the job posting?
The job posting does not specify employee benefits.
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