Senior Support Engineer – Escalation and Automation

🔥 10 minutes ago

🌐 Poland, Spain, +4 more countries – Remote

🇵🇱 Poland – Remote 🇪🇸 Spain – Remote 🇵🇹 Portugal – Remote 🇬🇪 Georgia – Remote 🇧🇷 Brazil – Remote 🇦🇷 Argentina – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 21%

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TuxCare

WebsiteLinkedInAll Job Openings

51 - 200 employees

🔒 Cybersecurity

☁️ SaaS

🤝 B2B

Cybersecurity • SaaS • B2B

TuxCare is a cybersecurity company that provides enterprise-grade open source supply chain security, long-term lifecycle support, and non-disruptive patching for Linux and language ecosystems. Its products include SecureChain (rebuilt, malware-scanned, continuously patched open-source packages), KernelCare (rebootless kernel patching), LibCare (rebootless patching for OpenSSL and glibc), and Endless Lifecycle Support (ELS) for operating systems, runtimes, and language ecosystems. TuxCare also offers enterprise support for community Linux distributions, custom kernel development, compliance-focused tooling (SBOM, VEX, SLSA attestations), and solutions aimed at healthcare, finance, government, and other regulated sectors.

📋 Description

• Triage incoming TuxCare cases by solving them or routing them to the appropriate development team with a clear problem statement • Answer CVE questions for ELS OS and AlmaLinux ESU by assessing affected versions, patch status, and fix timing using patch sources and vendor errata • Assess ELS support status for PHP, Python, Java/Spring, and Node.js, including affected versions, patches, and package versions • Route requests for new version support to ELS engineering without promising dates • Debug the KernelCare agent and ePortal on customer systems, including missing patches and new kernel and distribution support requests • Own and administer Zendesk queues, triggers, macros, SLA policies, bots, and Jira/Slack bridges • Build and run AI triage agents and support tools using Zendesk, Jira, and Slack integrations, log and data checks, Python, REST APIs, and LLM APIs • Maintain support and release scripts with development teams • Lead the support side during major CVE events • Write runbooks and maintain the knowledge base used by the triage agent • Participate in team on-call coverage for Sev 1 incidents under a 24/7 contract obligation

🎯 Requirements

• 5+ years of hands-on experience with Linux in production environments or L3 support for Linux-based products (RHEL family, Debian, Ubuntu) • Strong knowledge of Linux distributions and package management, including RPM/DNF, APT/DPKG, repositories, GPG keys, and kernel packages • Experience investigating CVEs and vendor security advisories (RHSA, USN, DSA), including assessing affected software versions and patch status • Strong Python development skills, with practical experience building and maintaining tools that integrate with APIs and process data • Hands-on experience building, deploying, or maintaining LLM-based agents and automated workflows, beyond simply using AI chat tools • Experience administering ticketing systems (Zendesk, Jira Service Management, or similar), including triggers, SLA policies, and macros • Excellent written English communication skills, with the ability to explain technical issues clearly and concisely • Ability to read C code and analyze Linux kernel patches to understand code changes and fixes • Familiarity with Linux live patching technologies (kpatch, livepatch, ksplice) • Experience working with Zendesk or Jira APIs • Knowledge of SQL and databases such as ClickHouse or PostgreSQL • Familiarity with Java, PHP, or Node.js build tools (Maven, Composer, npm) • Experience with Gerrit, CI pipelines, and package signing

🏖️ Benefits

• A focus on professional development • Interesting and challenging projects • Fully remote work with flexible working hours, that allows you to schedule your day and work from any location worldwide • Paid 24 days of vacation per year • 10 days of national holidays • Unlimited sick leaves • Compensation for private medical insurance • Co-working reimbursement • Gym/sports reimbursement • Budget for education • Opportunity to receive a reward for the most innovative idea that the company can patent

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