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- Tasks: Be the go-to tech expert for customers, solving complex network issues and driving value.
- Company: Join NetBox Labs, a leader in network automation and open-source solutions.
- Benefits: Enjoy competitive pay, flexible work options, and opportunities for professional growth.
- Other info: Collaborative culture focused on community success and continuous improvement.
- Why this job: Make a real impact by helping customers optimise their networks with cutting-edge technology.
- Qualifications: Strong technical skills in networking, Docker, SQL, 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, EMEA 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, EMEA in London
✨Tip Number 1
Get to know the company inside out! Research NetBox Labs, their products, and their culture. This way, when you chat with them, you can show that you're not just another candidate but someone who genuinely understands their mission and values.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events where they might be. Building relationships can give you insider info and even a referral, which can really boost your chances.
✨Tip Number 3
Prepare for technical interviews by brushing up on your skills! Since this role requires deep technical knowledge, practice troubleshooting scenarios and be ready to discuss how you've solved complex problems in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at NetBox Labs.
We think you need these skills to ace Senior Customer Support Engineer, EMEA in London
Some tips for your application 🫡
Know Your Stuff: Make sure you really understand the technical skills listed in the job description. We want to see that you can handle the nitty-gritty of network management and troubleshooting, so don’t shy away from showcasing your expertise!
Tailor Your Application: When you apply, customise your CV and cover letter to highlight how your experience aligns with the role. We love seeing candidates who take the time to connect their background with what we do at NetBox Labs.
Show Your Problem-Solving Skills: In your application, share examples of how you've tackled complex issues in the past. We’re looking for someone who can own problems and find solutions, so let us know how you’ve done this before!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. Plus, it shows you’re serious about joining our team!
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 be the go-to person for technical issues. Brush up on your knowledge of NetBox, DCIM, IPAM, and core networking concepts. Be ready to discuss how you've tackled complex problems in the past and how you can apply that experience to help customers.
✨Understand the Customer's World
It's crucial to immerse yourself in the customer's environment. Research their industry, challenges, and goals before the interview. This will not only show your interest but also help you articulate how you can add value to their specific needs during the conversation.
✨Communicate Clearly and Confidently
Since this role involves building relationships, practice clear and concise communication. Prepare 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. Think of examples where you've successfully communicated complex ideas.
✨Showcase Problem-Solving Skills
Be prepared to discuss specific instances where you've owned and resolved technical issues. Highlight your approach to diagnosing problems, managing escalations, and ensuring customer satisfaction. This will demonstrate your ability to handle the responsibilities of the role effectively.