Senior Customer Support Engineer

As a Senior Customer Support Engineer at NetBox Labs, you will be the technical partner your customers rely on, helping them get real value from NetBox and our broader product suite.

Requirements

• Be the technical anchor for your customers
• 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
• Own technical issues end-to-end
• 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