TechOps Engineer

NetBox Labs is hiring a TechOps Engineer whose primary mission is to drive a better customer experience across NetBox Labs products. This role sits within Customer Success and focuses on eliminating friction that impacts customer’s most: complex escalations plugin ecosystem risk and upgrade/compatibility predictability.

You’ll act as a technical owner for the moments that matter when customers hit blockers when upgrades are risky and when plugins/integrations create uncertainty. You’ll partner closely with Support Customer Success Managers Product and Engineering to resolve issues quickly prevent repeats and ship improvements that make the product easier to adopt and operate at scale.

• Drive measurable improvements to customer experience: faster resolution of complex issues fewer repeat incidents safer upgrades and clearer guidance.

• Identify top friction points across the customer journey (especially post-onboarding) and lead cross-functional efforts to remove them.

• Turn recurring pain into durable fixes: documentation tooling product changes and support enablement.
  

• Serve as the escalation owner for high-severity or technically complex customer issues involving NetBox Labs products (often spanning NetBox plugins integrations upgrades and performance).

• Run end-to-end resolution: triage RCA mitigation/workarounds coordination with Engineering and closure with clear customer communication.

• Create high-quality artifacts: repro steps logs/diagnostics guidance root cause summaries and prevention recommendations.

• Lead post-incident follow-up: corrective actions runbooks KB articles and internal learning loops.
  

• Drive execution of Netbox Lab’s plugin strategy to improve customer confidence and predictability (when to use plugins vs core how to evaluate risk and how to upgrade safely).

• Maintain and publish a compatibility and risk view: supported NetBox versions known issues dependency risks upgrade advisories and mitigation steps.

• Partner with Product/Engineering to influence platform changes that reduce plugin breakage and improve extension ergonomics.
  

• Produce technical content that directly reduces customer friction: upgrade playbooks “known good” configurations best practice recommendations troubleshooting guides reference architectures and integration examples.

• Lead workshops/webinars and customer enablement sessions focused on best practices operating NetBox Labs products.
  

• Collaborate with Support to improve triage escalation paths and deflection through better tooling and knowledge.

• Work with Product on prioritization by quantifying customer impact (frequency severity revenue risk).

• Support Engineering by delivering clear problem statements and validation plans; help define release readiness checks that reflect real customer environments.
  

• Customers experience fewer “stuck” moments and report higher confidence operating and upgrading the product.

• Escalation MTTR improves and repeat issues drop due to durable prevention.

• Plugin-related uncertainty declines through clear guidance compatibility posture and upgrade advisories.

• Support and CS gain leverage via reusable runbooks diagnostics and enablement assets.

• Product improvements reflect real customer pain tied to measurable outcomes.
  

• Demonstrated experience improving customer experience in a technical customer-facing role (TechOps Solutions/Implementation Support escalation SRE/DevOps with customer interface).

• Strong familiarity with NetBox and its ecosystem (APIs upgrades extension/plugin landscape).

• Proficiency in Python and working knowledge of Django sufficient for debugging issue triage and effective collaboration with engineers.

• Proficiency in SQL and working knowledge of Postgres.

• Solid Linux system administration skills (services logs permissions packaging networking fundamentals).

• Excellent incident prioritization and leadership skills: calm triage clear comms root-cause thinking and cross-functional coordination.

• Strong technical writing: can produce customer-ready guidance and internal runbooks.
  

• Kubernetes experience (Helm ingress persistent storage).

• Observability experience (metrics/logging/tracing) and performance debugging.

• CI/CD and automated testing familiarity (especially for Python projects).

• Prior developer advocacy experience (talks workshops community engagement).
  

• We own and solve problems with high attention to detail.

• Our open source contributors users customers & team are all part of our community. When our community wins we win.

• We prioritize simplicity and think twice before adding complexity

• Clear communication helps keep our team aligned and collaborating smoothly.

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.

What We Do

NetBox is the most popular open-source Network Source of Truth. Grown and battle-hardened over the last 6 years by a huge and rapidly growing open-source community NetBox is feature rich and enjoys a wide ecosystem of integrations into popular tooling. NetBox Cloud by NetBox Labs is a fully supported hosted solution with specific performance and service SLAs and commercial support. NetBox Cloud eliminates the administrative overhead associated with hosting and managing NetBox instances

Why Work With Us

Working at NetBox Labs means stepping on the accelerator. We ship fast we take ownership and we swing big. "Impact" is our headline. If you want to change the industry and your career there’s no better place.

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