Senior Customer Support Engineer

Headquarters: London, London, United Kingdom


NetBox Labs is seeking a Customer Support Engineer or Senior Customer Support Engineer with 5+ years of experience. Reporting into the COO, you will serve as the trusted technical advisor for our customers. You will provide technical guidance to help customers maximize the value they receive from our products and achieve business outcomes that lead to product adoption, renewal, and expansion opportunities.In this role you will:Manage the post sales customer lifecycle from installation and onboarding through upgradesProvide customer support, including implementing fixes and diagnosing, and debugging/reproducing customer problemsMaintain accurate and up-to-date project status and customer support data within Zendesk and Monday.comBuild relationships with our customers to understand their desired business outcomesBe the NetBox expert -engage in technical discussions about NetBox with network engineers and demonstrate the value of NetBox in business discussions with company executivesSupport efforts to promote regular engagement with customers to present product roadmaps, QBRs, manage escalations and conduct regular status callsTake ownership of support tickets through resolution in a manner that achieves SLAs for response and resolution timesWork 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 upgradesMonitor, maintain and improve renewal rates, expansions and customer satisfactionCommunicate customer feedback to our product team and influence our roadmapYou will work closely with:Our Customer Success Managers to drive customer outcomesOur Sales and Solutions Engineering teams to coordinate pre sales to post sales transitionOur Product and Engineering teams on product feedback and escalationsRequired Technical SkillsDocker (with compose), GitHub or GitLabSQL, Postgres, CSV file processing, JSON processingSSH, Linux command line, shell scriptingPython, pip, REST APIs, curlNetBox, DCIM, IPAM, and other networking conceptsDesired Technical SkillsUnderstanding of network engineering principles, network device modeling, automation workflowsNetBox plugins and integration, DjangoBasic Kubernetes management (kubectl)Prometheus, Grafana, OpenTelemetrySSO (OIDC, OAuth, SAML)Troubleshooting on Linux command line (CPU/memory/disk/network)HTTP webhooks, asynchronous messaging (kafka, MQTT, AMQP, AWS SNS)Our culture and values: We own and solve problems with high attention to detail.Our open source contributors, users, customers & team are all part of our community. When our community wins, we win.We prioritize simplicity and think twice before adding complexityClear communication helps keep our team aligned and collaborating smoothly.About NetBox Labs:NetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open, composable products and supporting the network automation community.NetBox Labs is the commercial steward of open source NetBox, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox.NetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital.

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