Sr. Customer Support Engineer
Core
Senior individual contributor owning the hardest technical escalations for enterprise customers running Rocky Linux and RLC Pro in production environments, resolving issues from first report to verified root cause including kernel-level debugging.
Role type
Senior IC Customer Support Engineer (Enterprise Linux/HPC)
Builds
Enterprise Linux distributions (Rocky Linux, RLC Pro), workload orchestration, cluster provisioning, and automation tools.
Domain
Enterprise Infrastructure, HPC, AI/ML, Defense, Regulated Industries
Deliverable
Production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Deep Linux internals (kernel, user space, systemd, storage, networking), Kernel debugging (gdb, strace, perf, eBPF), Container orchestration (Kubernetes, Podman, Apptainer), Virtualization (KVM, QEMU), Automation (Bash, Python, Ansible), Open source community engagement, Technical writing under pressure, Mentoring engineers
Preferred skills
HPC/AI/ML infrastructure experience, Security compliance workflows (CVE, STIG, SCAP, FIPS), CKA certification
Technologies
Rocky Linux, RLC Pro, Fuzzball, Warewulf Pro, Ascender Pro, Linux Kernel, systemd, KVM, QEMU, Kubernetes, AWS, Azure, GCP, Oracle Cloud, Bash, Python, Ansible, GitHub Actions, GitLab CI, gdb, strace, perf, eBPF, SystemTap, Apptainer, Podman
Responsibilities
Own complex technical escalations requiring kernel-level debugging; Serve as senior technical point of contact for strategic accounts; Debug Linux across bare metal, virtualized, and cloud infrastructure; Set technical standards for support organization; Mentor support engineers; Drive customer-facing defects into Engineering with reproducible context; Convert resolved escalations into durable knowledge base articles; Use AI-assisted tooling for research and triage while maintaining personal review; Participate in on-call rotation and release readiness reviews; Engage with open source communities upstream and in public forums
Seniority
Senior, hands-on IC
