Senior Customer Support Engineer

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

📋 Description

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

• Act as the senior technical liaison for strategic accounts, providing guidance to customers based on their architectures, workloads, and limitations.

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

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

• Mentor support engineers and evaluate their technical contributions.

• Propel customer-facing defects into Engineering with reproductions, diagnoses, and adequate context, monitoring them through to release.

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

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

• Leverage AI-assisted tools for research, triage, and documentation while thoroughly reviewing customer-facing outputs.

• Participate in the on-call rotation for urgent customer issues and readiness reviews for releases.

• Engage directly with the Rocky Linux community and the wider open-source ecosystem.

⛳️ Requirements

• Profound knowledge of Linux internals, including kernel and user space, systemd, filesystems, storage, and networking.

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

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

• Experience with technologies such as Apptainer, Podman, Kubernetes, KVM, QEMU, and libvirt.

• Familiarity with operating environments across bare metal, on-premises HPC clusters, and cloud services such as AWS, Azure, Google Cloud, and Oracle Cloud Infrastructure.

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

• Exceptional written communication skills and sound judgment in escalation processes.

• Openness to utilizing AI tools while taking responsibility for customer-facing outputs.

• Background in mentoring engineers and enhancing team processes.

• Proven experience as a senior support engineer, systems engineer, or DevOps engineer for enterprise, government, or research customers in production settings.

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

• Demonstrated leadership in managing critical escalations for large enterprise, government, or research accounts.

• Experience in packaging sources, building RPMs, and delivering 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 essential.

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

• CKA certification is preferred or must be obtained within the first 6 months.

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

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible paid time off.

• Employee stock options.

• Remote work; no travel required for most positions.