Senior Support Engineer – Escalation and Automation

This is a fully remote position, open to applicants in Poland, +5 more countries.

📋 Description

• Manage incoming TuxCare cases by either resolving them directly or directing them to the suitable development team with a comprehensive problem statement.

• Address CVE inquiries for ELS OS and AlmaLinux ESU by evaluating affected versions, patch statuses, and timing for fixes utilizing patch sources and vendor advisories.

• Evaluate ELS support status for PHP, Python, Java/Spring, and Node.js, including impacted versions, patches, and package versions.

• Forward requests for support on new versions to ELS engineering without guaranteeing specific dates.

• Troubleshoot the KernelCare agent and ePortal on client systems, addressing missing patches and requests for new kernel and distribution support.

• Oversee and manage Zendesk queues, triggers, macros, SLA policies, bots, and Jira/Slack integrations.

• Develop and implement AI triage agents and support tools using Zendesk, Jira, and Slack integrations, along with logging and data checks, Python, REST APIs, and LLM APIs.

• Maintain support and release scripts in collaboration with development teams.

• Lead the support efforts during significant CVE occurrences.

• Create runbooks and manage the knowledge base utilized by the triage agent.

• Participate in team on-call coverage for Sev 1 incidents under a 24/7 contract obligation.

⛳️ Requirements

• A minimum of 5 years of practical experience with Linux in production settings or L3 support for Linux-based products (RHEL family, Debian, Ubuntu).

• In-depth understanding of Linux distributions and package management, encompassing RPM/DNF, APT/DPKG, repositories, GPG keys, and kernel packages.

• Experience in investigating CVEs and vendor security advisories (RHSA, USN, DSA), including evaluating affected software versions and patch statuses.

• Proficient in Python development, with hands-on experience in creating and maintaining tools that integrate with APIs and process data.

• Practical experience in building, deploying, or maintaining LLM-based agents and automated workflows, extending beyond the use of AI chat tools.

• Experience managing ticketing systems (Zendesk, Jira Service Management, or similar), including triggers, SLA policies, and macros.

• Exceptional written English communication skills, with the capability to articulate technical issues clearly and succinctly.

• Ability to read C code and analyze Linux kernel patches to comprehend code modifications and fixes.

• Familiarity with Linux live patching technologies (kpatch, livepatch, ksplice).

• Experience working with Zendesk or Jira APIs.

• Knowledge of SQL and databases like ClickHouse or PostgreSQL.

• Familiarity with Java, PHP, or Node.js build tools (Maven, Composer, npm).

• Experience with Gerrit, CI pipelines, and package signing.

🏝️ Benefits

• Emphasis on professional development.

• Engaging and challenging projects.

• Fully remote work with flexible hours, allowing you to plan your day and work from any location globally.

• Paid vacation of 24 days per year.

• 10 national holidays.

• Unlimited sick leave.

• Coverage for private medical insurance.

• Reimbursement for co-working expenses.

• Gym/sports reimbursement.

• Budget allocated for education.

• Opportunity to earn a reward for the most innovative idea that the company can patent.