United States onlyWe are seeking a Senior Customer Support Engineer with 5+ years of experience to serve as the trusted technical advisor for our customers, providing technical guidance to help them maximize the value they receive from our products.
Requirements
- 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
- Take ownership of support tickets through resolution in a manner that achieves SLAs for response and resolution times
- Work with our Customer Success Managers 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
Benefits
- clear communication
- simple and open approach
- our open source contributors, users, customers & team are all part of our community
AI, AG + 39 more
