Senior Customer Support Engineer

Job Summary

Working remotely in a full-time capacity, the Senior Customer Support Engineer will serve as the technical partner for customers, managing technical issues end-to-end, and collaborating with cross-functional teams to enhance customer satisfaction and product quality.

Key responsibilities

• Build deep familiarity with customers' environments and help translate their network management goals into actionable workflows
• Diagnose and resolve technical issues across various aspects of product installation and configuration while managing the post-sale technical lifecycle
• Gather customer feedback to improve product offerings and create documentation to reduce repeat escalations

Required qualifications

• Proficiency in NetBox, DCIM, IPAM, and core networking concepts
• Experience with Docker, GitHub or GitLab, and SQL/PostgreSQL
• Familiarity with Linux command line, shell scripting, and Python
• Understanding of REST APIs and JSON processing
• Ability to manage technical escalations and collaborate effectively with technical teams