About this role.
NetBox Labs is seeking a Senior Customer Support Engineer to serve as the technical owner and trusted post-sale partner for customers using NetBox products. The role combines deep network infrastructure troubleshooting with customer lifecycle work spanning onboarding, upgrades, architecture reviews, adoption planning, and escalation management. The engineer will diagnose issues involving NetBox, Linux, Docker, APIs, PostgreSQL, integrations, and network automation workflows while meeting support SLAs. They will collaborate closely with Customer Success, TechOps, Product, and Engineering, and turn recurring issues and customer feedback into runbooks and product improvements. Success depends on proactive risk identification, thorough issue resolution, and clear, evidence-based customer communication.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader AU market for similar roles.
Core skills
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Sample interview questions
I would first establish impact, timeline, deployment topology, version changes, and any relevant logs or error messages. I would reproduce or isolate the issue where possible, validate service, database, container, and configuration health, then communicate an action plan and status cadence to the customer. After resolution, I would document root cause, remediation, and preventive steps.
I would begin by understanding their current source-of-truth maturity, data quality, operating model, automation objectives, and integration landscape. I would map those needs to incremental NetBox workflows, define a practical data-model and ownership approach, and identify measurable milestones such as device onboarding, IPAM accuracy, or automation integration. Regular reviews would help adjust the plan as their environment and priorities evolve.
I would collect the API endpoint and method, authentication method and permissions, request payload, response status and body, NetBox version, integration version, and relevant server logs. I would validate connectivity, TLS and proxy behavior, schema expectations, object dependencies, and rate or permission constraints. I would then test a minimal reproducible request and provide a clear fix or escalation package.
I prioritize quickly acknowledging impact, setting realistic expectations, and providing frequent concise updates even when a final fix is not yet available. I triage based on severity, business risk, and available workaround, while keeping a structured investigation record for efficient collaboration. Customers should always know what is being investigated, what has been ruled out, and when they will hear from me next.
I would analyze support cases for repeated symptoms, affected configurations, and underlying causes to identify whether the issue is documentation, usability, product behavior, or operational process. I would create or improve a runbook with diagnostic steps and verified remediation, then share actionable feedback with Product or Engineering where a product change is warranted. I would track recurrence afterward to confirm that the intervention reduced escalation volume.
About the Role
As 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 do
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
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
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.
NetBox Labs is 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. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox.
NetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital.
Our culture and values:
We own and solve problems with high attention to detail.
Our open source contributors, users, customers & team are all part of our community. When our community wins, we win.
We prioritize simplicity and think twice before adding complexity
Clear communication helps keep our team aligned and collaborating smoothly.
NetBox Labs is proud to be 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.
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