SeniorCustomerSupportEngineer

ABOUT THE ROLE As 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. 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 TechOp