Senior Customer Support Engineer

TMSfirst

Senior Customer Support Engineer resolving complex enterprise Linux issues for CIQ. Debugging kernels and infrastructure, mentoring engineers, and driving customer defects through release.

Posted 8/18/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates deep expertise in Linux internals, including kernel and user space, and possesses strong debugging skills across various infrastructures. Proven ability to mentor engineers, manage complex technical escalations, and communicate effectively with enterprise customers.

Highest-signal resume keywords

Linux Internals ExpertiseKernel-Level DebuggingCustomer CommunicationMentoring EngineersCloud Infrastructure Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Kernel DebuggingLinux Systems EngineeringPerformance ProfilingAutomation with Bash and PythonCrash and KdumpGDB, Strace, and LtraceEBPF and BPFtraceSystemTapRPM PackagingCVE Applicability Analysis

Soft Skills

Excellent Written CommunicationSound Escalation Judgment

Tools & Technologies

ApptainerPodmanKubernetesKVMQEMULibvirtAWSAzureGoogle CloudOracle Cloud Infrastructure

Certifications & Qualifications

CKA Preferred

Industry Keywords

Enterprise SupportOpen Source Community InvolvementDISA STIGSCAPFIPS-Validated Configurations

Tech Stack

Tools & technologies

AnsibleAWSAzureCloudKubernetesLinuxOpen SourceOraclePython

About the role

Key responsibilities & impact

Own the most complex technical escalations across CIQ’s enterprise customer base from initial report through verified root cause and confirmed resolution, including kernel-level debugging.
Serve as senior technical point of contact for strategic accounts and understand customer architectures, workloads, and constraints deeply enough to advise them proactively.
Debug Linux across kernel, user space, systemd, storage, networking, and performance on bare metal, virtualized, containerized, and cloud infrastructure.
Set technical standards for support, including reproduction discipline, root-cause rigor, and clear customer communication.
Mentor support engineers and review their technical work.
Drive customer-facing defects into Engineering with reproductions, diagnoses, and sufficient context, tracking them through release.
Contribute automated test coverage for real customer configurations and failure modes.
Convert resolved escalations into knowledge base articles, documentation corrections, and training content.
Use AI-assisted tooling for research, triage, and drafting while personally reviewing customer-facing outputs.
Participate in the on-call rotation for critical customer issues and release readiness reviews.
Engage directly with the Rocky Linux and broader open source communities, upstream and in public forums.

Requirements

What you’ll need

Must be fluent in Arabic.
Deep Linux internals expertise across kernel and user space, systemd, filesystems, storage, and networking.
Ability to read stack traces, core dumps, and performance profiles and form defensible hypotheses.
Fluency with crash and kdump, gdb, strace and ltrace, perf, eBPF and bpftrace, SystemTap, and the RPM build and packaging chain.
Experience with Apptainer, Podman, Kubernetes, KVM, QEMU, and libvirt.
Experience operating across bare metal, on-premises HPC clusters, AWS, Azure, Google Cloud, and Oracle Cloud Infrastructure.
Bash and Python automation skills; Ansible or equivalent configuration management; GitHub Actions or GitLab CI/CD.
Excellent written communication and sound escalation judgment.
Willingness to use AI tooling while owning customer-facing outputs.
Experience mentoring engineers and improving team processes.
Proven work experience as a senior support engineer, systems engineer, or DevOps engineer supporting enterprise, government, or research customers in production.
Seven or more years in Linux systems engineering, support engineering, or a comparable production environment, including five or more years of hands-on Linux expertise.
Demonstrated ownership of critical escalations for large enterprise, government, or research accounts, including direct customer communication under pressure.
Experience 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.
Demonstrable involvement in the open source community is required.
CKA preferred or required to achieve within the first 6 months.
Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Benefits

Comp & perks

Medical, dental, and vision insurance.
Flexible paid time off.
Employee stock options.
Remote work; no travel required for most positions.