NetBox Labs

Manage and improve customer experience by resolving complex technical issues, creating documentation, and collaborating with engineering. | Proficiency in Python, Django, SQL, Linux, incident management, and technical writing, with experience in customer-facing technical roles. | 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). 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. 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.

Support and develop legal strategies for employment, corporate, and commercial matters, including contracts and compliance. | 10+ years of legal experience, strong drafting and negotiation skills, and familiarity with commercial technology transactions, corporate law, employment law, and IP. | About the Role NetBox Labs is seeking a highly motivated and experienced Senior Counsel to join our growing legal team. This is a foundational hire that will support and scale the company’s commercial operations while contributing meaningfully to broader corporate legal initiatives. You’ll partner closely with our Chief Operating Officer, Sales, Customer Success, Product, and Finance teams to manage a wide range of commercial legal matters, particularly customer contracting. You’ll also have opportunities to shape and influence legal approaches across employment law, intellectual property, corporate governance, equity, fundraising, and M&A. This is an exciting opportunity for a builder to join a high-growth, mission-driven company at the Series B stage, help establish and implement scalable legal processes, and provide strategic guidance as we continue to expand globally. Responsibilities Commercial Contracts Lead the drafting, negotiation, and execution of customer agreements (SaaS, on-premise licensing, DPAs, security exhibits, and MSAs), vendor agreements, NDAs, and partner/reseller contracts. Develop scalable playbooks, fallback positions, and templates for standard agreements. Collaborate with GTM teams to accelerate sales cycles while balancing risk and compliance. Corporate & Strategic Provide support on general corporate matters, including board governance, legal entity management, and international expansion. Partner with COO and outside counsel on equity, financings, and fundraising events (e.g., convertible notes, preferred rounds, secondary transactions). Advise on M&A activity, due diligence, and integration planning. IP & Employment Partner with COO and HR to review employment policies, offer letters, and global hiring practices. Manage IP portfolio, including trademarks, copyright, and open source licensing. Provide guidance on internal policies, handbooks, and compliance with applicable laws (e.g., export control, data privacy). Legal Operations & Strategy Build foundational processes for contract lifecycle management. Monitor regulatory changes and risk exposure; ensure NetBox Labs remains in compliance. Serve as a cross-functional legal advisor to executives and team leads across the business. Requirements JD from an accredited U.S. law school and active membership in at least one U.S. state bar. 10+ years of relevant experience, including at a top-tier law firm and/or fast-growing technology company. Significant experience with commercial technology transactions (especially SaaS and software licensing). Strong familiarity with corporate law, employment law, IP, data protection, and open-source licensing. Excellent drafting and negotiation skills, with sound judgment and business acumen. Comfortable working independently in a fast-paced, remote-first environment. Experience supporting a B2B SaaS company preferred. 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. 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.

Drive new AI customer acquisition through technical sales engagements, product demos, and pipeline generation. | 3+ years enterprise selling experience in AI or 5+ years total AI sales experience, strong communication and sales skills, familiarity with AI infrastructure and tools. | NetBox Labs is looking for a Solutions Engineer with 3+ years of direct, enterprise selling experience to the AI space, or 5+ years of total experience selling to the AI space, to play a critical role in acquiring and growing our base of AI customers. A NetBox Labs AI Solutions Engineer will accelerate new logo revenue by driving first meetings and creating new selling opportunities for the Sales team. In this role you will: Research and analyze prospects’ pain points, use cases, roles, and business objectives. Champion the technical positioning of NetBox Labs products during engagements with AI customers, educate customers and prospects on NetBox Labs solutions align with the AI space, and run technical product demonstrations and proofs of concept. Apply your communication skills to explain the value proposition of NetBox Labs solutions and generate curiosity and interest from prospects. Translate technical aspects of an environment and product solution into “big picture” value statements and “technical win” strategy in conjunction with Sales. Pre-qualify prospects via inbound and strategic outbound campaigns, including email, phone, and social. Build revenue pipeline by setting first meetings with qualified users and senior decision makers. Work in a fast-paced environment with the initiative to make your team successful and exceed goals. Maintain accurate prospect data within Hubspot, our CRM. You will work closely with: The SE Leader to ensure that all of your deals and level of execution are on point The Head of Marketing to help design and execute pipeline generation campaigns. Account Executives and Solutions Engineers to target high quality prospects/accounts and secure meetings with AI customers The VP of Sales to dynamically adjust sales strategy based on real time market feedback It would be fantastic if you have the following background: 4-5 years of experience selling enterprise SaaS or Open Source SaaS offerings to AI companies, and/or to customers who are seeking AI solutions. 2+ years of experience working in a fast paced startup environment. Passion for technology and ability to break down complex and technical subjects Superior listening, communication (verbal and written), and presentation skills Strong time and project management skills, plus the ability to work autonomously Energy, tenacity and persistence - you get the job done Familiarity working with Hubspot, Salesloft, LinkedIn Navigator, Seamless.ai, and other similar tools Familiarity with infrastructure that is commonly used in AI/ML applications, e.g. NVIDIA GPUs Familiarity with AI/ML workloads (training and inference) Familiarity with how Kubernetes (k8s) fits into AI/ML workloads Familiarity with NetBox, Network Engineering and/or Network Automation use cases (Python, Ansible, etc), and how AI technologies can align with enterprise IT 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. 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.