Job details

Professional Services Engineer

NetBox Labs is seeking a Professional Services Engineer with 5+ years of experience. Reporting into the COO, you will serve as the trusted technical advisor for our customers. You will provide technical guidance to help customers maximize the value they receive from our products and achieve business outcomes that lead to product adoption, renewal, and expansion opportunities.

In this role you will:

Manage the post sales customer lifecycle from installation and onboarding through upgrades
Provide customer support, including implementing fixes and diagnosing, and debugging/reproducing customer problems
Maintain accurate and up-to-date project status and customer support data within Zendesk and Monday.com
Build relationships with our customers to understand their desired business outcomes
Be the NetBox expert -engage in technical discussions about NetBox with network engineers and demonstrate the value of NetBox in business discussions with company executives
Support efforts to promote regular engagement with customers to present product roadmaps, QBRs, manage escalations and conduct regular status calls
Take ownership of support tickets through resolution in a manner that achieves SLAs for response and resolution times
Work with our Customer Success team to identify new use cases to grow accounts. Find areas where NetBox Labs can provide the most business value that will drive upgrades
Monitor, maintain and improve renewal rates, expansions and customer satisfaction
Communicate customer feedback to our product team and influence our roadmap

You will work closely with:

Our Customer Success team to drive customer outcomes
Our Sales and Solutions Engineering teams to coordinate pre sales to post sales transition
Our Product and Engineering teams on product feedback and escalations

Required Technical Skills:

Docker (with compose), GitHub or GitLab

Comp and benefits:

Competitive compensation package
Meaningful, early employee Series A equity
Top of market medical, dental, and vision insurance
401k employer contribution, regardless of employee contribution
Flexible, unlimited PTO
Generous parental leave
Choice of tech – choose your laptop when you join
Global team off-sites

Our culture and values:

We own and solve problems with an innovative mindset and high attention to detail. We are always striving for improvements in our platform and methodologies.
We put our community first and support our colleagues by sharing our knowledge and providing constructive feedback.
We value simplicity and focus and think twice before adding complexity.
Given we are a remote-first team located all over the world, we value strong communication skills and an open, transparent culture. We use Google Apps, Slack, Zoom and Notion to collaborate in real time and work asynchronously. We also get together during the year at company events, plus at industry conferences, and meetups.

About NetBox Labs:

NetBox Labs helps companies build and manage complex networks. We help customers accelerate network automation by delivering open, composable products and supporting the network automation community.

NetBox Labs is the commercial steward of open source NetBox, the world’s most popular network source of truth, and Orb, the next-generation open source network observability platform. Our products include NetBox Enterprise, a fully supported self-managed NetBox with advanced features, and NetBox Cloud, a secure, scalable, and reliable SaaS edition of NetBox.

NetBox powers thousands of companies, and NetBox Labs is backed by investment from Notable Capital (formerly GGV), Grafana Labs CEO Raj Dutt, Flybridge, IBM, Salesforce Ventures, and Mango Capital.

Average salary estimate

$110000 / YEARLY (est.)

min

max

$90000K

$130000K

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What You Should Know About Professional Services Engineer, NetBox Labs

Are you ready to take your career to the next level? NetBox Labs is looking for a Professional Services Engineer to join our dynamic team in San Francisco! With over 5 years of experience, you will be the go-to technical advisor for our clients, helping them to fully harness the power of our innovative products. In this role, you'll manage the entire post-sales customer lifecycle—from initial installation and onboarding to seamless upgrades. As a Professional Services Engineer, your days will be filled with diagnosing and solving customer challenges while maintaining our commitment to excellence. You'll build strong relationships with clients, ensuring their business outcomes align with our solutions. Your expertise in Docker and experience with tools like GitHub or GitLab will be crucial as you work closely with our Customer Success, Sales, and Product teams. Not only will you contribute by providing insightful feedback on product enhancements, but you'll also take ownership of customer satisfaction by managing support tickets and responding promptly. Here at NetBox Labs, we value creativity and community, and we foster a culture of open communication and shared knowledge. So, if you're ready to step into an exciting role where your skills and insights can drive success while promoting network automation, we’d love to hear from you!

Frequently Asked Questions (FAQs) for Professional Services Engineer Role at NetBox Labs

What does a Professional Services Engineer do at NetBox Labs?

At NetBox Labs, a Professional Services Engineer acts as a trusted technical advisor and plays a pivotal role in managing the post-sales customer lifecycle. This includes installation, onboarding, customer support, and ensuring clients receive the most value from our products.