{"id":114057,"url":"https://alion.io/job/netbox-labs-senior-customer-support-engineer","title":"Senior Customer Support Engineer","company":{"id":4281,"name":"NetBox Labs","domain":"netboxlabs.com","url":"https://alion.io/company/netbox-labs","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["AU"],"hiring_countries_total":1,"salary":{"min":115000,"max":130000,"currency":"AUD","period":"year","gross":null,"usd_annual":90564},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Apache Kafka","optional":false},{"name":"AWS","optional":false},{"name":"Django","optional":false},{"name":"Docker","optional":false},{"name":"GitHub","optional":false},{"name":"GitLab","optional":false},{"name":"Grafana","optional":false},{"name":"kubectl","optional":false},{"name":"Kubernetes","optional":false},{"name":"Linux","optional":false},{"name":"MQTT","optional":false},{"name":"OpenTelemetry","optional":false},{"name":"PostgreSQL","optional":false},{"name":"Prometheus","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-07-14T19:44:23Z","employer_posted_date":"2026-07-14","last_verified_at":"2026-10-17T19:54:47Z","board_verified":true,"closed_at":null,"days_open":95,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":95},"description":"About the Role\nAs a Customer Support Engineer (CSE) at NetBox Labs, you are the technical partner your customers rely on. You immerse yourself in their world, learn how they run their networks, and help them get real value from NetBox and our broader product suite. When something breaks, you own it. When customers are planning something complex, you are in the room. When they are not sure what is possible, you show them.\nThis is a relationship role with deep technical requirements. You will work with network engineers on their hardest problems and on their business's strategic priorities. The best people in this role are trusted by their customers the way you trust a colleague who always knows what to do.\nYou will report to the CSE Manager and work closely with Customer Success Managers, TechOps, Product, and Engineering.\nWhat you will do\nBe the technical anchor for your customers\nBuild deep familiarity with each customer's environment, goals, and constraints\n\nParticipate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers\n\nHelp customers translate their network management goals into NetBox workflows and adoption paths\n\nServe as the bridge between what customers need and what the product can do\n\nOwn technical issues end-to-end\nDiagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades\n\nManage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health\n\nMeet SLAs for response and resolution while keeping customers informed throughout\n\nEscalate proactively when revenue, stability, or customer trust are at risk\n\nMake the team and product better\nSurface customer feedback and feature requests to Product with enough context to be actionable\n\nBuild runbooks and troubleshooting guides that reduce repeat escalations\n\nIdentify patterns in support volume and propose improvements to process or product\n\nCollaborate with TechOps on deep technical escalations and custom customer needs\n\nRequired Technical Skills\nNetBox, DCIM, IPAM, and core networking concepts\n\nDocker (with Compose)\n\nGitHub or GitLab\n\nSQL, PostgreSQL, CSV, and JSON processing\n\nSSH, Linux command line, shell scripting\n\nPython, pip, REST APIs\n\nDesired Technical Skills\nNetwork engineering fundamentals, device modeling, and automation workflows\n\nNetBox plugins and integrations + Django\n\nKubernetes management and troubleshooting (kubectl)\n\nObservability tooling: Prometheus, Grafana, OpenTelemetry\n\nSSO flows: OIDC, OAuth, SAML\n\nLinux performance and network troubleshooting (CPU, memory, disk, firewall, network)\n\nAsync messaging and webhooks: Kafka, MQTT, AMQP, AWS SNS\n\nWhat Success Looks Like\nYour customers trust you and know you understand their environment\n\nIssues get resolved thoroughly and on time, with clear communication throughout\n\nYou are finding risks and opportunities before they are obvious to anyone else\n\nYour documentation reduces the number of times the same problem escalates twice\n\nProduct and Engineering act on your feedback because it comes with context and evidence\n\nAbout NetBox Labs:\nNetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open, composable products and supporting the network automation community.\nNetBox Labs is the commercial steward of open source NetBox, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox.\nNetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital.\nOur culture and values:\nWe own and solve problems with high attention to detail.\n\nOur open source contributors, users, customers & team are all part of our community. When our community wins, we win.\n\nWe prioritize simplicity and think twice before adding complexity\n\nClear communication helps keep our team aligned and collaborating smoothly.\n\nNetBox Labs is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.","description_format":"text","description_chars":4575,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["DevOps & Platform Engineering","IT Service & Asset Management"],"lifecycle":[{"event":"open","at":"2026-07-14T19:44:23Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.817,"p_room":0.36,"age_days":94,"expected_fill_days":53,"reasons":["conf:1","velocity","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":{"stated_usd_annual":90564,"is_top_pay":false},"html_url":"https://alion.io/job/netbox-labs-senior-customer-support-engineer","json_url":"https://alion.io/job/netbox-labs-senior-customer-support-engineer.json","meta":{"generated_at":"2026-10-17T22:25:32Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":338,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-18T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4281},"rest":"https://alion.io/mcp/rest/get_company?id=4281"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fnetbox-labs-senior-customer-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fnetbox-labs-senior-customer-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fnetbox-labs-senior-customer-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/netbox-labs-senior-customer-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fnetbox-labs-senior-customer-support-engineer"}]}