Senior Customer Support Engineer

This is a fully remote position, open to applicants in Australia.

📋 Description

• Act as the technical cornerstone for your clients

• Engage in architecture assessments, planning discussions, and Business Reviews in collaboration with Customer Success Managers

• Assist clients in converting their network management objectives into NetBox workflows and adoption strategies

• Function as the liaison between customer needs and product capabilities

• Adhere to SLAs for response and resolution while ensuring customers are kept updated throughout the process

• Proactively escalate issues when revenue, stability, or customer trust may be jeopardized

⛳️ Requirements

• Profound understanding of each customer's environment, objectives, and limitations

• Identify, replicate, and solve issues related to installation, configuration, integrations, plugins, and upgrades

• Oversee the entire post-sale technical lifecycle: onboarding, version updates, and ongoing deployment health

• Create runbooks and troubleshooting documentation that minimize recurrent escalations

• Collaborate with TechOps on significant technical escalations and bespoke customer requirements

• Familiarity with NetBox, DCIM, IPAM, and fundamental networking principles

• Competence in Docker, GitHub, SQL, PostgreSQL, Python, REST APIs, and more

🏝️ Benefits

• Provides Equity

• Includes Bonus