Senior Customer Support Engineer

About the role

You are the technical partner your customers rely on to make their networks work exactly as intended. You immerse yourself in each customer's environment, learning how they run their networks and what success looks like for them. You own the resolution of technical issues end to end, from initial diagnosis through to final verification and documentation. When customers are planning complex changes, you are in the room as a trusted technical advisor. You translate ambiguous requirements into concrete NetBox workflows and adoption paths that the customer can execute. You show customers what is possible, what is not, and how to bridge the gap with the product and integrations. The best people in this role are trusted by customers the way you trust a colleague who always knows what to do. You report to the CSE Manager and work closely with Customer Success Managers, TechOps, Product, and Engineering to ensure consistent and high-quality support.

Key facts

What you'll do

Be the technical anchor for your customers by building deep familiarity with each customer's environment, goals, and constraints.

Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers to align technical capabilities with business objectives.

Help customers translate their network management goals into NetBox workflows and adoption paths that are practical and sustainable.

Serve as the bridge between what customers need and what the product can do, identifying gaps and proposing creative solutions.

Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades with a methodical and thorough approach.

Manage the full post-sale technical lifecycle, including onboarding, version upgrades, and ongoing deployment health to ensure continuity and reliability.

Meet SLAs for response and resolution while keeping customers informed throughout every stage of the engagement.

Escalate proactively when revenue, stability, or customer trust are at risk, ensuring that critical issues receive immediate attention.

Surface customer feedback and feature requests to Product with enough context, evidence, and use cases to make them actionable.

Build and maintain runbooks and troubleshooting guides that reduce repeat escalations and empower both customers and internal teams.

Identify patterns in support volume and propose improvements to processes or product functionality that address root causes.

Collaborate with TechOps on deep technical escalations and custom customer needs, sharing insights that drive better product outcomes.

Leverage SQL, PostgreSQL, CSV, and JSON processing to analyze data, validate configurations, and support troubleshooting efforts.

Utilize SSH, Linux command line, and shell scripting to investigate environments, collect data, and perform diagnostics efficiently.

Requirements

You have a strong understanding of NetBox, DCIM, IPAM, and core networking concepts, allowing you to advise customers accurately.

You are comfortable working with Docker and Docker Compose to manage deployments, troubleshoot containers, and diagnose service issues.

You have experience with GitHub or GitLab, including pull requests, issues, and version control workflows related to NetBox and plugins.

You can process and analyze SQL, PostgreSQL, CSV, and JSON data to investigate issues and validate data integrity.

You are proficient with SSH, Linux command line operations, and shell scripting to automate tasks and debug environments.

You know Python and pip well, and you understand how to interact with REST APIs to integrate and extend NetBox.

You have a solid grasp of network engineering fundamentals, including device modeling, addressing, and automation workflows.

You are able to learn NetBox plugins and integrations and work with Django concepts to assist with deeper technical issues.

Nice to have

Experience with Kubernetes management and troubleshooting using kubectl.

Familiarity with observability tooling such as Prometheus, Grafana, and OpenTelemetry.

Understanding of SSO flows including OIDC, OAuth, and SAML as they apply to NetBox access.

Knowledge of Linux performance and network troubleshooting related to CPU, memory, disk, and firewall issues.

Experience with async messaging and webhooks, including Kafka, MQTT, AMQP, and AWS SNS.

Practical notes

This is a remote position based in Australia with full-time engagement.

Equal opportunity statement

NetBox Labs is an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.