Senior Customer Support Engineer

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

📋 Description

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

• Engage in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers.

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

• Act as the liaison between customer requirements and product capabilities.

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

• Oversee the entire post-sale technical lifecycle: onboarding, version upgrades, and the ongoing health of deployments.

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

• Gather customer feedback and feature requests for Product with sufficient context to be actionable.

• Create runbooks and troubleshooting guides that minimize repeat escalations.

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

⛳️ Requirements

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

• Experience with Docker (including Compose).

• Familiarity with version control systems such as GitHub or GitLab.

• Knowledge of SQL, PostgreSQL, CSV, and JSON processing.

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

• Proficient in Python, pip, and REST APIs.

🏝️ Benefits

• Equity opportunities available.

• Bonus potential offered.