Senior Customer Support Engineer

Job Summary

As a full-time remote Senior Customer Support Engineer, the successful candidate will serve as the technical partner for customers, managing their technical issues end-to-end and contributing to product improvement while collaborating closely with various teams.

Key responsibilities

• Build deep familiarity with customers' environments and assist in translating their network management goals into actionable workflows
• Diagnose and resolve technical issues across installations, configurations, and integrations while managing the full post-sale technical lifecycle
• Surface customer feedback to Product, create troubleshooting guides, and identify patterns to propose process or product improvements

Required qualifications

• Proficiency in NetBox, DCIM, IPAM, and core networking concepts
• Experience with Docker, GitHub or GitLab, and SQL/PostgreSQL
• Strong skills in SSH, Linux command line, shell scripting, and Python
• Familiarity with REST APIs and JSON processing
• Ability to manage customer relationships with a focus on trust and clear communication