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- Tasks: Be the go-to tech expert for customers, solving their toughest network challenges.
- Company: Join NetBox Labs, a leader in network automation and open-source solutions.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for growth.
- Other info: Collaborative culture focused on community success and continuous improvement.
- Why this job: Make a real impact by helping customers optimise their network management.
- Qualifications: Strong technical skills in networking, Docker, and Python are essential.
The predicted salary is between 50000 - 65000 £ per year.
As a Senior 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.
This 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.
You will report to the CSE Manager and work closely with Customer Success Managers, TechOps, Product, and Engineering.
What you will do:
- Be the technical anchor for your customers
- Build deep familiarity with each customer's environment, goals, and constraints
- Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers
- Help customers translate their network management goals into NetBox workflows and adoption paths
- Serve as the bridge between what customers need and what the product can do
- Own technical issues end-to-end
- Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades
- Manage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health
- Meet SLAs for response and resolution while keeping customers informed throughout
- Escalate proactively when revenue, stability, or customer trust are at risk
- Make the team and product better
- Surface customer feedback and feature requests to Product with enough context to be actionable
- Build runbooks and troubleshooting guides that reduce repeat escalations
- Identify patterns in support volume and propose improvements to process or product
- Collaborate with TechOps on deep technical escalations and custom customer needs
Required Technical Skills:
- NetBox, DCIM, IPAM, and core networking concepts
- Docker (with Compose)
- GitHub or GitLab
- SQL, PostgreSQL, CSV, and JSON processing
- SSH, Linux command line, shell scripting
- Python, pip, REST APIs
Desired Technical Skills:
- Network engineering fundamentals, device modeling, and automation workflows
- NetBox plugins and integrations + Django
- Kubernetes management and troubleshooting (kubectl)
- Observability tooling: Prometheus, Grafana, OpenTelemetry
- SSO flows: OIDC, OAuth, SAML
- Linux performance and network troubleshooting (CPU, memory, disk, firewall, network)
- Async messaging and webhooks: Kafka, MQTT, AMQP, AWS SNS
What Success Looks Like:
- Your customers trust you and know you understand their environment
- Issues get resolved thoroughly and on time, with clear communication throughout
- You are finding risks and opportunities before they are obvious to anyone else
- Your documentation reduces the number of times the same problem escalates twice
- Product and Engineering act on your feedback because it comes with context and evidence
Our culture and values:
- We own and solve problems with high attention to detail.
- Our open source contributors, users, customers & team are all part of our community. When our community wins, we win.
- We prioritise simplicity and think twice before adding complexity
- Clear communication helps keep our team aligned and collaborating smoothly.
About NetBox Labs:
NetBox 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. NetBox 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. NetBox 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.
Senior Customer Support Engineer in London employer: NetBox Labs
Contact Detail:
NetBox Labs Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Support Engineer in London
✨Tip Number 1
Get to know the company inside out! Before any interview, dive deep into NetBox Labs' products and values. Understanding their mission will help you connect your skills to what they need, making you a standout candidate.
✨Tip Number 2
Practice your technical skills! Brush up on your knowledge of NetBox, networking concepts, and troubleshooting techniques. Being able to demonstrate your expertise in these areas during interviews will show that you're ready to tackle the challenges head-on.
✨Tip Number 3
Build relationships! Networking is key, so reach out to current or former employees on LinkedIn. They can provide insights about the company culture and even give you tips on how to ace your interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows your enthusiasm for joining the team at NetBox Labs. Don’t miss out on this opportunity!
We think you need these skills to ace Senior Customer Support Engineer in London
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical expertise in networking, Docker, and any relevant programming languages. We want to see how you can be the technical anchor for our customers!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect how your experience aligns with the role of a Senior Customer Support Engineer at NetBox Labs. We love seeing that personal touch!
Communicate Clearly: Since this role involves a lot of communication with customers, make sure your written application is clear and concise. We appreciate straightforwardness and clarity, so let’s see that in your writing!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at NetBox Labs
✨Know Your Tech Inside Out
As a Senior Customer Support Engineer, you'll need to demonstrate a solid understanding of NetBox, DCIM, IPAM, and core networking concepts. Brush up on these areas and be ready to discuss how you've used them in past roles. Show that you can diagnose and resolve technical issues effectively.
✨Understand the Customer's World
Get familiar with the types of customers NetBox Labs serves and their specific needs. Research common challenges they face in network management and think about how you can help them achieve their goals using NetBox. This will show your potential employer that you're not just technically savvy but also customer-focused.
✨Prepare for Scenario-Based Questions
Expect to be asked how you would handle specific technical issues or customer scenarios. Prepare examples from your experience where you successfully resolved complex problems or improved processes. This will highlight your problem-solving skills and ability to communicate effectively with customers.
✨Showcase Your Communication Skills
Since this role involves building relationships with customers, practice articulating your thoughts clearly and concisely. Be ready to explain technical concepts in simple terms, as you'll need to bridge the gap between what customers want and what the product can deliver. Good communication is key!