NetBox Labs: Senior Customer Support Engineer

Salary: Not specified

Location: London, UK (Remote or Hybrid)

Are you an experienced Customer Support Engineer looking for an exciting opportunity to join a leading technology company? NetBox Labs is seeking a Senior Customer Support Engineer with 5+ years of experience to serve as a trusted technical advisor for their customers. This role offers the chance to work with cutting-edge products, provide technical guidance, and play a key role in driving customer success and business outcomes.

NetBox Labs is a London-based company that helps businesses build and manage complex networks. They are 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. With a strong focus on community and collaboration, NetBox Labs is backed by notable investors and powers thousands of companies worldwide.

Key Responsibilities:

• Manage the post-sales customer lifecycle, from installation and onboarding to upgrades
• Provide customer support by implementing fixes, diagnosing and debugging/reproducing issues
• Maintain accurate and up-to-date project status and customer support data
• Build strong relationships with customers to understand their desired business outcomes
• Act as the NetBox expert, engaging in technical discussions with network engineers and demonstrating the value of NetBox in business discussions with executives
• Support regular engagement with customers, including product roadmaps, QBRs, and escalations
• Take ownership of support tickets and work towards achieving SLAs for response and resolution times
• Collaborate with the Customer Success Managers to identify new use cases and drive upgrades
• Monitor, maintain and improve renewal rates, expansions, and customer satisfaction
• Communicate customer feedback to the product team and influence the roadmap

Job Specifications:

• 5+ years of experience as a Customer Support Engineer
• Experience with Docker, GitHub/GitLab, SQL, Postgres, CSV and JSON file processing, SSH, Linux command line, shell scripting, Python, pip, REST APIs, and curl
• Familiarity with NetBox, DCIM, IPAM, and other networking concepts
• Understanding of network engineering principles, network device modeling, and automation workflows
• Desired skills in NetBox plugins and integration, Django, Kubernetes, Prometheus, Grafana, OpenTelemetry, SSO, and troubleshooting on Linux command line

Perks and Benefits:

• Competitive salary
• Flexible working arrangements (remote or hybrid)
• Opportunity to work with cutting-edge products
• Collaborative and inclusive culture
• Support for professional development
• Backed by notable investors
• Opportunity for career growth and advancement

To find out more or apply for this role, please use the following link:

https://weworkremotely.com/remote-jobs/netbox-labs-senior-customer-support-engineer