Senior Customer Support Engineer

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

📋 Description

• Take charge of the most intricate technical escalations within CIQ’s enterprise client base, managing them from the initial report through to verified root cause analysis and resolution, including kernel-level debugging.

• Act as the senior technical liaison for strategic accounts, gaining a comprehensive understanding of customer architectures, workloads, and constraints to provide proactive advice.

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

• Establish technical standards for support, emphasizing reproduction discipline, rigorous root-cause analysis, and effective communication with customers.

• Mentor support engineers and evaluate their technical outputs.

• Escalate customer-facing defects to Engineering with detailed reproductions, diagnoses, and adequate context, ensuring tracking through to release.

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

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

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

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

• Engage directly with the Rocky Linux and broader open source communities, both upstream and in public discussions.

⛳️ Requirements

• Must possess fluency in Arabic.

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

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

• Proficiency with crash and kdump, gdb, strace and ltrace, perf, eBPF and bpftrace, SystemTap, and the RPM building and packaging processes.

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

• Background in managing bare metal, on-premises HPC clusters, as well as cloud environments like AWS, Azure, Google Cloud, and Oracle Cloud Infrastructure.

• Skills in Bash and Python automation; experience with Ansible or similar configuration management tools; familiarity with GitHub Actions or GitLab CI/CD.

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

• Willingness to utilize AI tools while maintaining accountability for customer-facing deliverables.

• Experience in mentoring engineers and enhancing team processes.

• Proven track record as a senior support engineer, systems engineer, or DevOps engineer, supporting enterprise, government, or research clients in production settings.

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

• Demonstrated responsibility for critical escalations for large enterprise, government, or research accounts, including direct, high-pressure communication with customers.

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

• Familiarity with CVE applicability analysis, DISA STIG, SCAP, and FIPS-validated configurations.

• Active involvement in the open source community is essential.

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

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

🏝️ Benefits

• Medical, dental, and vision insurance.

• Flexible paid time off.

• Employee stock options.

• Remote work; no travel required for most positions.