Open Roles
NetBox Labs is seeking a Customer Support Engineer or Senior Customer Support Engineer with 5+ years of experience to serve as a trusted technical advisor for customers. Reporting to the COO, you will help customers maximize the value they receive from NetBox products while driving adoption, renewal, and expansion opportunities.
You will manage the complete post-sales customer lifecycle from installation and onboarding through upgrades. This includes providing comprehensive customer support by implementing fixes, diagnosing issues, and debugging customer problems. You'll maintain accurate project status and support data within Zendesk and Monday.com while building strong relationships with customers to understand their desired business outcomes.
As the NetBox expert, you'll engage in technical discussions with network engineers and demonstrate NetBox value in business discussions with company executives. You'll support efforts to promote regular customer engagement including product roadmap presentations, QBRs, escalation management, and status calls.
Take ownership of support tickets through resolution while achieving SLAs for response and resolution times. Work closely with Customer Success Managers to identify new use cases that grow accounts and find areas where NetBox Labs can provide maximum business value to drive upgrades.