📍 Job Overview

Job Title: Senior Customer Support Engineer
Company: NetBox Labs
Location: London, London, City of, United Kingdom
Job Type: Full-Time (Remote)
Category: Technical Support & Customer Success
Date Posted: 2025-06-18
Experience Level: 5-10 years
Remote Status: Remote (UK only)

🚀 Role Summary

Key Responsibilities: Manage post-sales customer lifecycle, provide technical support, and build customer relationships to drive business outcomes and product adoption.
Key Skills: Docker, GitHub, SQL, Python, REST APIs, NetBox, DCIM, IPAM, networking concepts.
Key Challenges: Troubleshooting customer issues, maintaining accurate project status, and driving customer satisfaction and renewal rates.

📝 Enhancement Note: This role requires a strong technical background and excellent customer-facing skills to succeed in a customer support and success capacity.

💻 Primary Responsibilities

Customer Lifecycle Management: Manage the post-sales customer lifecycle from installation and onboarding through upgrades, ensuring customer satisfaction and driving business outcomes.
Technical Support: Provide technical guidance and support to customers, including implementing fixes, diagnosing, and debugging/reproducing customer problems.
Data Management: Maintain accurate and up-to-date project status and customer support data within Zendesk and Monday.com.
Relationship Building: Build relationships with customers to understand their desired business outcomes and communicate feedback to the product team.
Expertise & Communication: Be the NetBox expert, engaging in technical discussions with network engineers and demonstrating the value of NetBox in business discussions with company executives.
Customer Engagement: Support efforts to promote regular engagement with customers, including presenting product roadmaps, conducting QBRs, managing escalations, and conducting regular status calls.
Ticket Resolution: Take ownership of support tickets, ensuring resolution within agreed service level agreements (SLAs) for response and resolution times.
Account Growth: Work with Customer Success Managers to identify new use cases and grow accounts, driving upgrades and expansions.
Customer Satisfaction & Renewal: Monitor, maintain, and improve renewal rates, expansions, and customer satisfaction.

📝 Enhancement Note: This role requires a high level of technical proficiency, strong communication skills, and the ability to manage multiple customer projects simultaneously.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant work experience may be considered in lieu of a degree.

Experience: 5+ years of experience in customer support, technical support, or a related role, with a strong focus on post-sales customer management and technical troubleshooting.

Required Skills:

Proficiency in Docker (with compose), GitHub or GitLab, SQL, Postgres, CSV file processing, and JSON processing.
Strong command-line skills, including SSH, Linux command line, and shell scripting.
Proficiency in Python, pip, REST APIs, and curl.
Solid understanding of NetBox, DCIM, IPAM, and other networking concepts.
Excellent communication and interpersonal skills, with the ability to build strong customer relationships.
Strong problem-solving skills and attention to detail.

Preferred Skills:

Understanding of network engineering principles, network device modeling, and automation workflows.
Experience with NetBox plugins and integration, Django, Kubernetes management (kubectl), Prometheus, Grafana, OpenTelemetry, SSO (OIDC, OAuth, SAML), troubleshooting on Linux command line, and asynchronous messaging (kafka, MQTT, AMQP, AWS SNS).

📝 Enhancement Note: Candidates with experience in open-source software, network automation, and customer success will be highly sought after for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured and up-to-date resume highlighting relevant technical skills and customer support experience.
Examples of successful customer support cases, demonstrating problem-solving skills, technical expertise, and customer satisfaction.
Evidence of strong communication skills, such as customer testimonials or case studies showcasing improved customer outcomes.

Technical Documentation:

A comprehensive understanding of NetBox, DCIM, IPAM, and other networking concepts, as demonstrated through relevant certifications, blog posts, or documentation contributions.
Familiarity with customer support software, such as Zendesk and Monday.com, and experience maintaining accurate and up-to-date project status and customer support data.
Evidence of strong problem-solving skills, such as detailed technical documentation or code snippets demonstrating the ability to diagnose, debug, and reproduce customer problems.

📝 Enhancement Note: Candidates should be prepared to discuss their technical support approach, customer success strategies, and any relevant project case studies during the interview process.

💵 Compensation & Benefits

Salary Range: £70,000 - £90,000 per year (based on experience and location)

Benefits:

Competitive salary and equity compensation package.
Comprehensive health, dental, and vision insurance.
Flexible work arrangements, including remote work options for UK-based candidates.
Generous vacation and holiday policies.
Opportunities for professional development and growth within the company.

Working Hours: Full-time (40 hours per week), with flexible working hours and the ability to work remotely within the UK.

📝 Enhancement Note: The salary range for this role has been estimated based on industry standards for senior customer support engineers in the UK. Final compensation will be determined based on the candidate's experience and qualifications.

🎯 Team & Company Context

Company Culture:

Industry: Open-source software and network automation.
Company Size: Medium-sized, with a strong focus on open-source community engagement and customer success.
Founded: 2015, with a mission to help companies build and manage complex networks by delivering open, composable products and supporting the network automation community.

Team Structure:

The customer support team works closely with customer success managers, sales and solutions engineering teams, and product and engineering teams to drive customer outcomes and product feedback.
The team is responsible for managing the post-sales customer lifecycle, providing technical support, and communicating customer feedback to the product team.

Development Methodology:

Agile/Scrum methodologies, with a focus on continuous improvement and customer success.
Collaborative development practices, including code reviews, testing, and quality assurance.
Deployment strategies, CI/CD pipelines, and server management to ensure high-quality customer support and product delivery.

Company Website: NetBox Labs

📝 Enhancement Note: NetBox Labs places a strong emphasis on open-source community engagement, customer success, and continuous improvement, making it an attractive opportunity for customer support professionals seeking to grow their careers in a dynamic and innovative environment.

📈 Career & Growth Analysis

Customer Support Career Level: Senior Customer Support Engineer roles require a high level of technical proficiency, strong communication skills, and the ability to manage multiple customer projects simultaneously. This role offers the opportunity to drive customer success, influence product development, and grow within the company.

Reporting Structure: The Senior Customer Support Engineer reports directly to the COO and works closely with customer success managers, sales and solutions engineering teams, and product and engineering teams.

Technical Impact: This role has a significant impact on customer satisfaction, renewal rates, and product development. The Senior Customer Support Engineer is responsible for driving customer success, communicating customer feedback to the product team, and identifying new use cases to grow accounts.

Growth Opportunities:

Customer Success Management: Transition into a customer success management role, focusing on driving customer outcomes and account growth.
Product Management: Leverage technical expertise and customer insights to influence product development and roadmap decisions.
Technical Leadership: Develop technical leadership skills by mentoring junior team members, driving best practices, and contributing to open-source projects.

📝 Enhancement Note: NetBox Labs offers significant growth opportunities for customer support professionals looking to advance their careers in customer success, product management, or technical leadership roles.

🌐 Work Environment

Office Type: Remote (UK only), with occasional on-site collaboration opportunities.

Office Location(s): London, UK (with remote work options for UK-based candidates)

Workspace Context:

Remote Work: NetBox Labs offers a flexible remote work environment, allowing Senior Customer Support Engineers to work from home or a co-working space within the UK.
Collaboration Tools: The team uses collaboration tools such as Slack, Zoom, and Google Workspace to facilitate communication and project management.
Customer Interaction: Senior Customer Support Engineers will interact with customers via email, phone, and video conferencing to provide technical support and guidance.

Work Schedule: Full-time (40 hours per week), with flexible working hours and the ability to work remotely within the UK.

📝 Enhancement Note: NetBox Labs' remote work environment offers Senior Customer Support Engineers the flexibility to balance work and personal responsibilities while maintaining strong customer relationships and driving customer success.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess communication skills, technical proficiency, and cultural fit.
Technical Assessment: A hands-on technical assessment, focusing on NetBox, DCIM, IPAM, and other networking concepts, as well as problem-solving skills and customer support best practices.
Customer Success Scenario: A role-play scenario, simulating customer interactions and assessing the candidate's ability to build relationships, understand customer needs, and drive business outcomes.
Final Interview: A final interview with the hiring manager and other team members to discuss the candidate's fit within the team and the company's long-term goals.

Portfolio Review Tips:

Highlight successful customer support cases, demonstrating problem-solving skills, technical expertise, and customer satisfaction.
Showcase strong communication skills, such as customer testimonials or case studies showcasing improved customer outcomes.
Prepare a well-structured and up-to-date resume, highlighting relevant technical skills and customer support experience.

Technical Challenge Preparation:

Brush up on NetBox, DCIM, IPAM, and other networking concepts, as well as problem-solving skills and customer support best practices.
Familiarize yourself with customer support software, such as Zendesk and Monday.com, and prepare for questions about maintaining accurate and up-to-date project status and customer support data.
Practice explaining technical concepts clearly and concisely, demonstrating strong communication skills and the ability to build customer relationships.

ATS Keywords: Customer Support, Technical Support, Customer Success, NetBox, DCIM, IPAM, Networking Concepts, Problem-Solving, Customer Relationships, Customer Satisfaction, Renewal Rates, Product Feedback, Agile Methodologies, Customer Success Management, Product Management, Technical Leadership.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical proficiency, problem-solving skills, and customer success mindset, as well as their ability to build strong customer relationships and drive business outcomes.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Zendesk: A customer support ticketing system used to manage customer interactions and track project status.
Monday.com: A project management and collaboration tool used to maintain accurate and up-to-date project status and customer support data.

Technical Support Tools:

Docker (with compose): A containerization platform used to package, deploy, and run applications in isolated environments.
GitHub or GitLab: Version control systems used for collaboration, code review, and project management.
SQL, Postgres, CSV file processing, JSON processing: Database management and data processing tools used to maintain accurate and up-to-date customer support data.
SSH, Linux command line, shell scripting: Command-line tools used for remote access, troubleshooting, and automation.
Python, pip, REST APIs, curl: Programming languages and tools used for scripting, automation, and API integration.

Networking Concepts:

NetBox, DCIM, IPAM: Network management and automation tools used to manage complex networks and drive customer success.
Network engineering principles, network device modeling, automation workflows: Technical concepts and best practices used to design, deploy, and manage customer networks.

📝 Enhancement Note: The technology stack for this role is focused on customer support, technical troubleshooting, and network management, with a strong emphasis on open-source software and customer success.

👥 Team Culture & Values

Customer Support Values:

Problem-Solving: NetBox Labs values strong problem-solving skills, attention to detail, and the ability to diagnose, debug, and reproduce customer problems.
Customer-Centric: NetBox Labs prioritizes customer success, understanding customer needs, and driving business outcomes that lead to product adoption, renewal, and expansion opportunities.
Collaboration: NetBox Labs fosters a collaborative work environment, encouraging team members to work together to drive customer success and product innovation.
Continuous Learning: NetBox Labs encourages team members to stay up-to-date with the latest customer support best practices, technical trends, and industry developments.

Collaboration Style:

Cross-Functional Integration: NetBox Labs encourages collaboration between customer support, customer success, sales, and engineering teams to drive customer success and product innovation.
Code Review Culture: NetBox Labs fosters a code review culture, encouraging team members to collaborate on technical support cases, share best practices, and improve customer support processes.
Knowledge Sharing: NetBox Labs encourages team members to share their expertise, mentor junior team members, and contribute to open-source projects to drive customer success and product innovation.

📝 Enhancement Note: NetBox Labs' customer support team values strong problem-solving skills, customer-centric mindset, collaboration, and continuous learning, making it an ideal environment for customer support professionals seeking to grow their careers in a dynamic and innovative environment.

🌐 Challenges & Growth Opportunities

Technical Challenges:

Customer Troubleshooting: Troubleshoot complex customer issues, diagnose and reproduce problems, and implement fixes to ensure high customer satisfaction and renewal rates.
Data Management: Maintain accurate and up-to-date project status and customer support data within Zendesk and Monday.com, ensuring strong data integrity and customer success.
Networking Concepts: Stay up-to-date with the latest networking concepts, best practices, and industry developments to drive customer success and product innovation.

Learning & Development Opportunities:

Customer Success Management: Develop customer success management skills, focusing on driving customer outcomes, account growth, and product adoption.
Product Management: Leverage technical expertise and customer insights to influence product development and roadmap decisions, driving customer success and product innovation.
Technical Leadership: Develop technical leadership skills, mentoring junior team members, driving best practices, and contributing to open-source projects to drive customer success and product innovation.

📝 Enhancement Note: NetBox Labs offers significant technical challenges and growth opportunities for customer support professionals looking to advance their careers in customer success, product management, or technical leadership roles.

💡 Interview Preparation

Technical Questions:

NetBox, DCIM, IPAM: Demonstrate a strong understanding of NetBox, DCIM, IPAM, and other networking concepts, as well as their application in customer support and success.
Problem-Solving: Prepare for technical questions focused on problem-solving, troubleshooting, and customer support best practices.
Customer Success: Prepare for questions about customer success strategies, business outcome-driven approaches, and customer relationship management.

Company & Culture Questions:

Company Culture: Research NetBox Labs' company culture, values, and mission, and prepare questions to assess the fit between your personal values and the company's culture.
Customer Success: Prepare questions about NetBox Labs' customer success strategies, business outcome-driven approaches, and customer relationship management to demonstrate your understanding of the role and the company's priorities.

Portfolio Presentation Strategy:

Customer Success Case Studies: Prepare customer success case studies, highlighting your ability to drive customer outcomes, improve customer satisfaction, and increase renewal rates.
Technical Support Examples: Prepare examples of successful technical support cases, demonstrating your problem-solving skills, technical expertise, and customer success.
Customer Testimonials: Prepare customer testimonials or recommendations, highlighting your strong communication skills, customer-centric mindset, and ability to build strong customer relationships.

📝 Enhancement Note: The interview process for this role is designed to assess the candidate's technical proficiency, problem-solving skills, customer success mindset, and cultural fit within the NetBox Labs team.

📌 Application Steps

To apply for this Senior Customer Support Engineer position at NetBox Labs:

Submit Your Application: Click the "Apply" button on the job listing and follow the instructions to submit your resume, cover letter, and any other required documents.
Prepare Your Portfolio: Highlight successful customer support cases, customer success case studies, and technical support examples, demonstrating your problem-solving skills, technical expertise, and customer success.
Research the Company: Familiarize yourself with NetBox Labs' company culture, values, and mission, and prepare questions to assess the fit between your personal values and the company's culture.
Prepare for Technical Interviews: Brush up on NetBox, DCIM, IPAM, and other networking concepts, as well as problem-solving skills and customer support best practices. Practice explaining technical concepts clearly and concisely, demonstrating strong communication skills and the ability to build customer relationships.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with NetBox Labs before making application decisions.

Senior Customer Support Engineer