Senior Customer Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of intricate technical escalations from the initial report through to verified root cause analysis and confirmed resolution, including kernel-level debugging.

• Act as the senior technical liaison for strategic accounts, providing insights based on customer architectures, workloads, and constraints.

• Perform debugging on Linux across kernel, user space, systemd, storage, networking, and performance for bare metal, virtualized, containerized, and cloud infrastructures.

• Establish technical standards for reproduction processes, root-cause analysis, and effective customer communication.

• Mentor support engineers and evaluate their technical contributions.

• Propel customer-facing defect issues to Engineering with detailed reproduction steps, diagnosis, and context, ensuring tracking through to release.

• Contribute to automated test coverage for various customer configurations and failure scenarios.

• Transform resolved escalations into knowledge base articles, documentation updates, and training materials.

• Leverage AI-assisted tools for research, triage, and drafting while personally reviewing customer-facing deliverables.

• Participate in on-call rotations for critical customer issues and release readiness evaluations.

• Engage with Rocky Linux and the broader open-source community, both upstream and in public forums.

⛳️ Requirements

• Extensive expertise in Linux internals covering kernel and user space, systemd, filesystems, storage, and networking.

• Capability to interpret stack traces, core dumps, and performance profiles, forming defensible hypotheses.

• Proficiency with tools like crash, kdump, gdb, strace, ltrace, perf, eBPF and bpftrace, SystemTap, and the RPM build and packaging process.

• Familiarity with Apptainer, Podman, Kubernetes, KVM, QEMU, and libvirt.

• Experience operating in environments including bare metal, on-premises HPC clusters, AWS, Azure, Google Cloud, and Oracle Cloud Infrastructure.

• Proficient in Bash and Python, along with experience in Ansible or similar configuration management and CI/CD tools like GitHub Actions or GitLab CI.

• Excellent written communication skills and sound judgment in escalation situations.

• Openness to utilizing AI tools while taking ownership of customer-facing outputs.

• Experience in mentoring engineers and enhancing team processes.

• Minimum of seven years in Linux systems engineering, support engineering, or a similar production environment, with at least five years of hands-on Linux experience.

• Established senior support, systems engineering, or DevOps experience in supporting enterprise, government, or research customers in production settings.

• Proven track record of managing critical escalations for large enterprise, government, or research accounts.

• Experience in packaging sources, building RPMs, and delivering them through package managers, repositories, and ISO distributions.

• Knowledge of CVE applicability analysis, DISA STIG, SCAP, and FIPS-validated configurations.

• Active participation in the open-source community is mandatory.

• CKA certification preferred or required to be obtained within the first six months.

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

• Experience in HPC, AI/ML infrastructure, defense, or any regulated/performance-intensive domain is an advantage.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible paid time off.

• Employee stock options.

• Remote work; no travel required for most positions.