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Senior Customer Support Analyst Jobs (NOW HIRING)

NetBox Labs

Senior Customer Support Engineer

$110K - $140K/yr

About the Role As a Customer Support Engineer (CSE) at NetBox Labs, you are the technical partner your customers rely on. You immerse yourself in their world, learn how they run their networks, and ...

EQT Corporation

Senior Support Analyst

Houston, TX · Hybrid

We are seeking a Senior Support Analyst to join our Information Technology team. This role will analyze specific business areas, make recommendations and will participate in the definition ...

Tekniforce

IT Support Analyst

Greenville, NC · On-site

Ticket triaging, proper ticket prioritization, and timely customer communication skills required ... an IT Support Analyst: * 5+ years of experience with technical support and problem solving

EQT Corporation

Senior Support Analyst

Houston, TX · On-site +1

We are seeking a Senior Support Analyst to join our Information Technology team. This role will analyze specific business areas, make recommendations and will participate in the definition ...

NetDocuments

Sr. Manager, Customer Support

Lehi, UT · Hybrid

$140K - $160K/yr

NetDocuments is seeking a Senior Customer Support Manager who is driven to be an operator ... Experience using data analysis or business intelligence tools to drive operational decisions.

CAS

Senior Customer Service Representative

Columbus, OH · On-site

$24 - $25.50/hr

Within the division, Membership Services supports the Constituents of the ACS with customer support ... This may include testing and analyzing customer feedback. * Executes on all short- and long-term ...

IDT

Senior Customer Lifecycle Analyst

Newark, NJ · On-site

$95K - $115K/yr

Senior Customer Lifecycle Analyst The Senior Customer Lifecycle Analyst will support our marketing department's industry-leading performance by being a technical expert and strategic guide. There are ...

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How much do senior customer support analyst jobs pay per year?

As of Jun 9, 2026, the average yearly pay for senior customer support analyst in the United States is $83,590.00, according to ZipRecruiter salary data. Most workers in this role earn between $65,500.00 and $91,000.00 per year, depending on experience, location, and employer.

What does a Senior Customer Support Analyst do?

A Senior Customer Support Analyst is responsible for resolving complex customer issues, analyzing support trends, and improving overall customer service processes. They often serve as a point of escalation for challenging cases and work closely with other departments to address systemic problems. In addition to providing direct support, they may lead training sessions, create documentation, and help implement new tools or procedures to enhance the customer experience. Their expertise ensures that customer concerns are addressed efficiently and that the support team operates smoothly.

What are the key skills and qualifications needed to thrive as a Senior Customer Support Analyst, and why are they important?

To thrive as a Senior Customer Support Analyst, you need in-depth knowledge of customer service practices, analytical problem-solving abilities, and experience with support platforms, often supported by a bachelor's degree or equivalent experience. Expertise in CRM systems (like Salesforce or Zendesk), ticketing tools, and possibly ITIL certification are commonly required. Strong communication, patience, and leadership skills help in managing complex customer issues and mentoring junior team members. These skills are crucial to effectively resolve escalated cases, ensure customer satisfaction, and drive continuous improvement in support operations.

How does a Senior Customer Support Analyst typically collaborate with other departments to resolve complex customer issues?

Senior Customer Support Analysts often work closely with technical, product, and sales teams to address and resolve escalated customer issues. They serve as a bridge between the customer and internal teams, providing detailed feedback and insight from customer interactions. This collaboration may involve regular meetings, sharing incident reports, and participating in cross-functional projects to improve processes or product quality. Effective communication and a proactive approach to problem-solving are key to success in this role.
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Senior Customer Support Analyst jobs near you
Infographic showing various Senior Customer Support Analyst job openings in the United States as of June 2026, with employment types broken down into 87% Full Time, and 13% Temporary. Highlights an 87% Physical, 5% Hybrid, and 8% Remote job distribution, with an average salary of $83,590 per year, or $40.2 per hour.

Senior Customer Support Engineer

NetBox Labs

Remote

$110K - $140K/yr

Full-time

Posted 4 days ago

Job description

About the Role
As a Customer Support Engineer (CSE) at NetBox Labs, you are the technical partner your customers rely on. You immerse yourself in their world, learn how they run their networks, and help them get real value from NetBox and our broader product suite. When something breaks, you own it. When customers are planning something complex, you are in the room. When they are not sure what is possible, you show them.
This is a relationship role with deep technical requirements. You will work with network engineers on their hardest problems and on their business's strategic priorities. The best people in this role are trusted by their customers the way you trust a colleague who always knows what to do.
You will report to the CSE Manager and work closely with Customer Success Managers, TechOps, Product, and Engineering.
What you will do
Be the technical anchor for your customers
  • Build deep familiarity with each customer's environment, goals, and constraints
  • Participate in architecture reviews, planning sessions, and Business Reviews alongside Customer Success Managers
  • Help customers translate their network management goals into NetBox workflows and adoption paths
  • Serve as the bridge between what customers need and what the product can do

Own technical issues end-to-end
  • Diagnose, reproduce, and resolve issues across installation, configuration, integrations, plugins, and upgrades
  • Manage the full post-sale technical lifecycle: onboarding, version upgrades, and ongoing deployment health
  • Meet SLAs for response and resolution while keeping customers informed throughout
  • Escalate proactively when revenue, stability, or customer trust are at risk

Make the team and product better
  • Surface customer feedback and feature requests to Product with enough context to be actionable
  • Build runbooks and troubleshooting guides that reduce repeat escalations
  • Identify patterns in support volume and propose improvements to process or product
  • Collaborate with TechOps on deep technical escalations and custom customer needs

Required Technical Skills
  • NetBox, DCIM, IPAM, and core networking concepts
  • Docker (with Compose)
  • GitHub or GitLab
  • SQL, PostgreSQL, CSV, and JSON processing
  • SSH, Linux command line, shell scripting
  • Python, pip, REST APIs

Desired Technical Skills
  • Network engineering fundamentals, device modeling, and automation workflows
  • NetBox plugins and integrations + Django
  • Kubernetes management and troubleshooting (kubectl)
  • Observability tooling: Prometheus, Grafana, OpenTelemetry
  • SSO flows: OIDC, OAuth, SAML
  • Linux performance and network troubleshooting (CPU, memory, disk, firewall, network)
  • Async messaging and webhooks: Kafka, MQTT, AMQP, AWS SNS

What Success Looks Like
  • Your customers trust you and know you understand their environment
  • Issues get resolved thoroughly and on time, with clear communication throughout
  • You are finding risks and opportunities before they are obvious to anyone else
  • Your documentation reduces the number of times the same problem escalates twice
  • Product and Engineering act on your feedback because it comes with context and evidence

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.

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