Customer Support Engineer (Remote – US East Coast)

NetBox Labs is seeking a Customer Support Engineer with 5+ years of experience. In this role, you will serve as the trusted technical advisor for our customers. You will provide technical guidance to our customers to help them maximize the value they receive from our products. This will help customers achieve business outcomes that lead to product adoption, renewal, and expansion opportunities. 

 

Primary Responsibilities – Customer Support Engineering

  • Manage the customer lifecycle from onboarding through upgrades
  • Provide customer support, including implementing fixes and diagnosing issues before escalating to engineering
  • Take ownership of support tickets through resolution in a manner that achieves SLAs for response and resolution times set by our Chief of Staff
  • Maintain accurate customer support data within Hubspot
  • Build relationships with our customers to understand their desired business outcomes
  • Be the NetBox expert – customers will look to you for your advice and expertise 

 

Secondary Responsibilities – Customer Success/Technical Engagement

  • Support efforts to promote regular engagement with customers to present product roadmaps, QBRs, manage escalations and conduct regular status calls
  • Work with our Chief of Staff to identify new use cases to grow accounts. Find areas where NetBox Labs can provide the most business value that will drive upgrades
  • Monitor, maintain and improve renewal rates, expansions and customer satisfaction
  • Engage in technical discussions about NetBox with network engineers and demonstrate the value of NetBox in business discussions with company executives 
  • Communicate customer requests to our product team and influence our roadmap

 

You will work closely with:

  • Our Chief of Staff to implement the Customer Success and Support functions
  • Our Product, NetBox, Marketing and Product Marketing teams on product and community initiatives

 

Required Technical Skills

  • Docker (with compose), GitHub or GitLab
  • SQL, Postgres, CSV file processing, JSON processing
  • SSH, unix command line, shell scripting
  • Python, pip, REST APIs, curl
  • DCIM, IPAM, and other networking concepts

 

Desired Technical Skills

  • AWS
  • webhooks, asynchronous messaging (kafka, MQTT, AMQP, AWS SNS)
  • NetBox, NetBox plugins

 

Our culture and values

  • We own and solve problems with an innovative mindset and high attention to detail. We are always striving for improvements in our platform and methodologies. 
  • We put our community first and support our colleagues by sharing our knowledge and providing constructive feedback.
  • We value simplicity and focus and think twice before adding complexity. 
  • Given we are a remote-first team located all over the world, we value strong communication skills and an open, transparent culture. We use Google Apps, Slack, Zoom and Notion to collaborate in real time and work asynchronously. We also get together during the year at company events, plus at industry conferences, and meetups. 

 

Comp and benefits

  • Competitive compensation package
  • Meaningful, early employee Series A equity
  • Flexible, unlimited PTO
  • Choice of tech – choose your laptop when you join
  • Top of market medical, dental, and vision insurance, as well as employer 401k contribution

 

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.

The company’s NetBox Cloud product offers an enterprise-grade, SaaS version of open source NetBox — the world’s most popular network source of truth. NetBox Labs is the commercial steward of NetBox and Orb, the next-generation open source network observability platform.

With dozens of customers like Dartmouth College and Constant Contact, and backed by investment from GGV Capital, Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital; NetBox Labs is building the open, composable network automation stack for networking teams.