Senior Customer Support Engineer

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

📋 Description

• Act as the technical point of contact for your clients.

• Develop a comprehensive understanding of each client's environment, objectives, and limitations.

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

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

• Serve as the link between customer requirements and product capabilities.

• Take ownership of technical issues from start to finish.

• Diagnose, replicate, and resolve problems related to installation, configuration, integrations, plugins, and upgrades.

• Oversee the complete post-sale technical lifecycle: onboarding, version updates, and continuous deployment health.

• Adhere to SLAs for response and resolution while keeping clients updated throughout the process.

• Proactively escalate issues when revenue, stability, or customer trust are jeopardized.

• Contribute to team and product improvement efforts.

• Relay customer feedback and feature requests to the Product team with sufficient context to facilitate action.

• Create runbooks and troubleshooting documentation that minimize recurring escalations.

• Detect trends in support volume and suggest enhancements to processes or products.

• Collaborate with TechOps on complex technical escalations and unique customer requirements.

⛳️ Requirements

• Proficiency in NetBox, DCIM, IPAM, and fundamental networking concepts.

• Experience with Docker (including Compose).

• Familiarity with GitHub or GitLab.

• Competence in SQL, PostgreSQL, CSV, and JSON data processing.

• Skills in SSH, Linux command line, and shell scripting.

• Knowledge of Python, pip, and REST APIs.

• Understanding of network engineering basics, device modeling, and automation workflows.

• Experience with NetBox plugins, integrations, and Django.

• Ability to manage and troubleshoot Kubernetes (kubectl).

• Familiarity with observability tools: Prometheus, Grafana, and OpenTelemetry.

• Knowledge of SSO flows: OIDC, OAuth, and SAML.

• Skills in Linux performance and network troubleshooting (CPU, memory, disk, firewall, network).

• Experience with asynchronous messaging and webhooks: Kafka, MQTT, AMQP, and AWS SNS.

🏝️ Benefits

• Provides equity opportunities.

• Includes bonus offerings.