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# Senior Customer Support Engineer

Review the role, location requirements, compensation details, and application process before deciding whether this opportunity fits your next career move.

[Apply for this job](#job-application)[View company](https://jobicy.com/company/netbox-labs.md)Share30 Aug 2026Published33Listing views2Application actions29 Sep 2026Apply before  Opportunity details

## About this role.

AI SummaryNetBox 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

4/5EasyHard

### Pace & Pressure

4/5RelaxedFast-paced

### Autonomy Level

4/5GuidedFull ownership

### Communication Load

5/5IndependentCollaborative

AI insightThis is a senior, customer-facing technical role requiring broad troubleshooting capability across networking, Linux, containers, databases, APIs, and NetBox deployments. The engineer must independently own complex escalations while balancing SLAs, strategic customer conversations, and cross-functional coordination.

## Salary analysis

Estimated compensation compared with the broader AU market for similar roles.

Estimated job medianMarket rateA$122,500AU market rangeA$110k–A$140k0A$154k

AI insightThe disclosed annual salary range is AUD 115,000–130,000, with a midpoint of AUD 122,500. This is broadly competitive for a senior technical support or customer support engineering position in the Australian market, though candidates with deep network automation, Kubernetes, and NetBox expertise may command compensation toward or above the upper end of the market range.

## Core skills

Skills and capabilities most closely associated with this opportunity.

[Technical customer support](https://jobicy.com/jobs?search_keywords=Technical%20customer%20support.md)[Network engineering](https://jobicy.com/jobs?search_keywords=Network%20engineering.md)[NetBox](https://jobicy.com/jobs?search_keywords=NetBox.md)[DCIM and IPAM](https://jobicy.com/jobs?search_keywords=DCIM%20and%20IPAM.md)[Linux troubleshooting](https://jobicy.com/jobs?search_keywords=Linux%20troubleshooting.md)[Docker Compose](https://jobicy.com/jobs?search_keywords=Docker%20Compose.md)[Python and REST APIs](https://jobicy.com/jobs?search_keywords=Python%20and%20REST%20APIs.md)[PostgreSQL and SQL](https://jobicy.com/jobs?search_keywords=PostgreSQL%20and%20SQL.md)[Kubernetes](https://jobicy.com/jobs?search_keywords=Kubernetes.md)[Customer communication](https://jobicy.com/jobs?search_keywords=Customer%20communication.md)

Sample interview questionsHow would you approach a customer report that their NetBox deployment became unavailable after an upgrade?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.

Describe how you would translate a customer's network-management goals into an effective NetBox adoption plan.

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.

What information would you gather when troubleshooting a NetBox integration that is failing through its REST API?

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.

How do you balance meeting SLAs with delivering a high-quality customer experience during a complex escalation?

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.

Give an example of how you would reduce recurring support escalations.

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

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Build deep familiarity with each customer’s environment, goals, and constraints

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Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers

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Help customers translate their network management goals into NetBox workflows and adoption paths

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Serve as the bridge between what customers need and what the product can do

Own technical issues end-to-end

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Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades

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Manage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health

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Meet SLAs for response and resolution while keeping customers informed throughout

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Escalate proactively when revenue, stability, or customer trust are at risk

Make the team and product better

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Surface customer feedback and feature requests to Product with enough context to be actionable

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Build runbooks and troubleshooting guides that reduce repeat escalations

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Identify patterns in support volume and propose improvements to process or product

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Collaborate with TechOps on deep technical escalations and custom customer needs

### Required Technical Skills

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NetBox, DCIM, IPAM, and core networking concepts

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Docker (with Compose)

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GitHub or GitLab

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SQL, PostgreSQL, CSV, and JSON processing

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SSH, Linux command line, shell scripting

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Python, pip, REST APIs

### Desired Technical Skills

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Network engineering fundamentals, device modeling, and automation workflows

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NetBox plugins and integrations + Django

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Kubernetes management and troubleshooting (kubectl)

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Observability tooling: Prometheus, Grafana, OpenTelemetry

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SSO flows: OIDC, OAuth, SAML

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Linux performance and network troubleshooting (CPU, memory, disk, firewall, network)

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Async messaging and webhooks: Kafka, MQTT, AMQP, AWS SNS

### What Success Looks Like

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Your customers trust you and know you understand their environment

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Issues get resolved thoroughly and on time, with clear communication throughout

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You are finding risks and opportunities before they are obvious to anyone else

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Your documentation reduces the number of times the same problem escalates twice

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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:

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We own and solve problems with high attention to detail.

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Our open source contributors, users, customers & team are all part of our community. When our community wins, we win.

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We prioritize simplicity and think twice before adding complexity

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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.

Show more

[Apply now >](https://jobicy.com/jobs/152075-senior-customer-support-engineer-3.md)

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