Senior Customer Support Engineer

Job Summary

Owning complex technical escalations, the full-time remote Senior Customer Support Engineer will resolve critical issues for enterprise customers running Rocky Linux and RLC Pro, while setting technical standards and mentoring support engineers.

Key responsibilities

• Manage and resolve the most complex technical escalations from first report to confirmed resolution, including kernel-level debugging
• Serve as the senior technical point of contact for strategic accounts, advising customers on architecture and workloads
• Contribute to knowledge management by creating documentation and training content based on resolved escalations

Required qualifications

• Seven or more years of experience in Linux systems engineering or support engineering, with at least five years of hands-on Linux expertise
• Deep understanding of Linux internals, including kernel and user space, systemd, filesystems, and networking
• Experience with containers and orchestration tools such as Kubernetes, as well as virtualization technologies like KVM and QEMU
• Proficiency in automation tools, including Bash, Python, and configuration management tools like Ansible
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience