ABOUT THE ROLE 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. WHAT YOU’LL DO 1) OWN CUSTOMER EXPERIENCE OUTCOMES * 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. 2) LEAD CRITICAL & COMPLEX CUSTOMER ESCALATIONS * 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. 3) DRIVE EXECUTION OF PLUGIN STRATEGY TO REDUCE CUSTOMER RISK * 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. 4) CREATE SCALED TECHNICAL ENABLEMENT * 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. 5) CROSS-FUNCTIONAL IMPROVEMENT ENGINE * 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. WHAT SUCCESS LOOKS LIKE * 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. REQUIRED SKILLS & EXPERIENCE * 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. NICE TO HAVE * 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). 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. OUR CULTURE AND VALUES: * 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 is proud to be an equal opportunity employer. We believe diverse teams build better software, and we welcome applicants of every race, color, religion, gender identity, sexual orientation, national origin, age, disability, and veteran status. If you need accommodation at any point in the process, just let us know.