Senior Customer Support Engineer

🕒 October 29

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

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• Open for 12 days.
• Jobs at this company usually fill in 37 days.
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CIQ

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

🏥 Healthcare

🏭 Manufacturing

💰 $26M Series A on 2022-05

Consulting • Healthcare • Manufacturing

CIQ is a company specializing in software infrastructure solutions, providing a comprehensive suite of tools and services to enhance security, compliance, and performance. They offer commercial support for Rocky Linux, a community-driven enterprise Linux platform, ensuring security patches, compliance, and indemnification. CIQ's solutions are designed for enterprise environments and regulated industries, enabling seamless deployment across on-premise and cloud platforms. They focus on performance optimization and IT automation, catering to complex high-performance computing needs while maintaining cost-effective solutions. CIQ is also committed to helping organizations migrate from CentOS to Rocky Linux, offering extensive technical support and consulting services.

📋 Description

• Own the most complex technical escalations from first report through verified root cause and confirmed resolution, including kernel-level debugging. • Serve as senior technical point of contact for strategic accounts and advise customers based on their architectures, workloads, and constraints. • Debug Linux across kernel, user space, systemd, storage, networking, and performance on bare metal, virtualized, containerized, and cloud infrastructure. • Set technical standards for reproduction discipline, root-cause rigor, and customer communication. • Mentor support engineers and review their technical work. • Drive customer-facing defects into Engineering with reproduction details, diagnosis, and context, and track them through release. • Contribute automated test coverage for 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 Rocky Linux and broader open source communities, upstream and in public forums.

🎯 Requirements

• Deep Linux internals expertise spanning kernel and user space, systemd, filesystems and 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 proficiency, plus Ansible or equivalent configuration management and CI/CD systems such as GitHub Actions or GitLab CI. • Excellent written communication and sound escalation judgment. • Willingness to use AI tooling while owning customer-facing output. • Experience mentoring engineers and improving team processes. • 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. • Proven senior support, systems engineering, or DevOps experience supporting enterprise, government, or research customers in production. • Demonstrated ownership of critical escalations for large enterprise, government, or research accounts. • 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. • HPC, AI/ML infrastructure, defense, or regulated/performance-intensive domain experience is a plus.

🏖️ Benefits

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

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