TechOps Engineer

Benefits

Parental leave

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Non-birth-parent leave

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Family-building benefits

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Mental health support

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Relocation assistance

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Childcare support

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401(k) match

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Market context

U.S. role benchmark (BLS OEWS)

$111,944 U.S. median for this role

Projected growth (BLS Employment Projections)

+13.7% - Much faster than average

Matched to SOC 15-1252 - Data and ML aggregate by role bucket.

Source: U.S. Bureau of Labor Statistics, OEWS, May 2024 and Employment Projections, 2024-2034.

Schedule

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Weekend work

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Application

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Deadline

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About this role

TechOps Engineer US West Coast | Remote 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 EXE

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