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Senior Customer Support Engineer

NetBox Labs· Customer Success
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Australia RemoteA$130k - A$150kFull-timePosted 3mo ago

About the role

Technical partner for customers, owning and resolving complex network-related issues, guiding adoption of NetBox and product suite, and driving customer success from onboarding through ongoing deployment health.

Responsibilities

  • 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

Qualifications

  • 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

Skills

Required:NetBox, DCIM, IPAM, and core networking conceptsDocker (with Compose)GitHub or GitLabSQL, PostgreSQL, CSV, and JSON processingSSH, Linux command line, shell scriptingPython, pip, REST APIs

Benefits

  • Remote, AU A$130K – A$150K • Offers Equity • Offers Bonus
Last updated Oct 21, 2026. Interested? Apply on the company site.

About NetBox Labs

Company profileWebsite

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