Senior Customer Support Engineer, Australia

The role

You will act as a technical partner for customers to help them get value from NetBox and the product suite. You will diagnose and resolve technical issues, participate in architecture reviews, and bridge customer needs with product capabilities.

What you will do

• Build familiarity with customer environments, goals, and constraints
• Participate in architecture reviews, planning sessions, and Business Reviews
• Help customers translate network management goals into NetBox workflows
• Serve as the bridge between customer needs and product capabilities
• Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades
• Manage the full post-sale technical lifecycle
• Meet SLAs for response and resolution
• Escalate proactively when revenue, stability, or customer trust are at risk
• Surface customer feedback and feature requests to Product
• Build runbooks and troubleshooting guides

Required 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

Nice to have

• 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

About the company

NetBox Labs helps companies build and manage complex networks by delivering open, composable products. They are the commercial steward of open source NetBox and Orb.