About the RoleAs a Customer Support Engineer (CSE) at NetBox Labs, you are the technical partner your customers rely on. You immerse yourself in their world, learn how they run their networks, and help them get real value from NetBox and our broader product suite. When something breaks, you own it. When customers are planning something complex, you are in the room. When they are not sure what is possible, you show them.
This is a relationship role with deep technical requirements. You will work with network engineers on their hardest problems and on their business's strategic priorities. The best people in this role are trusted by their customers the way you trust a colleague who always knows what to do.
You will report to the CSE Manager and work closely with Customer Success Managers, TechOps, Product, and Engineering.
What you will doBe 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
Make the team and product better- 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
Required Technical Skills- NetBox, DCIM, IPAM, and core networking concepts
- Docker (with Compose)
- GitHub or GitLab
- SQL, PostgreSQL, CSV, and JSON processing
- SSH, Linux command line, shell scripting
- Python, pip, REST APIs
Desired Technical Skills- Network engineering fundamentals, device modeling, and automation workflows
- NetBox plugins and integrations + Django
- Kubernetes management and troubleshooting (kubectl)
- Observability tooling: Prometheus, Grafana, OpenTelemetry
- SSO flows: OIDC, OAuth, SAML
- Linux performance and network troubleshooting (CPU, memory, disk, firewall, network)
- Async messaging and webhooks: Kafka, MQTT, AMQP, AWS SNS
What Success Looks Like- Your customers trust you and know you understand their environment
- Issues get resolved thoroughly and on time, with clear communication throughout
- You are finding risks and opportunities before they are obvious to anyone else
- Your documentation reduces the number of times the same problem escalates twice
- Product and Engineering act on your feedback because it comes with context and evidence
