TechOps Engineer

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

📋 Description

• Take ownership of Customer Experience Outcomes: Implement measurable enhancements to customer experience, resulting in quicker resolution of intricate issues, reduced repeat incidents, safer upgrades, and more transparent guidance.

• Lead Critical & Complex Customer Escalations: Act as the escalation owner for high-severity or technically challenging customer issues related to NetBox Labs products.

• Execute Plugin Strategy to Mitigate Customer Risk: Oversee the execution of Netbox Lab’s plugin strategy to bolster customer confidence and predictability.

• Develop Scaled Technical Enablement: Create technical content aimed at minimizing customer friction.

• Cross-Functional Improvement Engine: Work alongside Support to enhance triage, escalation processes, and deflection through improved tools and knowledge.

⛳️ Requirements

• Proven experience in enhancing customer experience within a technical, customer-facing role (TechOps, Solutions/Implementation, Support escalation, SRE/DevOps that involves customer interaction).

• Strong understanding of NetBox and its ecosystem (APIs, upgrades, extension/plugin landscape).

• Proficient in Python, with a working knowledge of Django sufficient for debugging, issue triage, and effective collaboration with engineers.

• Skilled in SQL, with a working knowledge of Postgres.

• Strong Linux system administration capabilities (services, logs, permissions, packaging, networking fundamentals).

• Exceptional skills in incident prioritization and leadership: calm triage, clear communication, root-cause analysis, and cross-functional coordination.

• Strong technical writing skills: capable of producing customer-ready documentation and internal runbooks.

🏝️ Benefits

• Offers Equity

• Offers Bonus