Senior Customer Support Engineer

Job not on LinkedIn

🔥 51 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 16%

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TMSfirst

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2014

🚗 Transport

📦 Logistics

Transport • Logistics • Supply Chain

TMSfirst is a transportation management system (TMS) that provides agile, cloud-based supply chain visibility and analytics solutions. Designed for global businesses, TMSfirst helps clients reduce transportation costs and improve efficiency by integrating all modes of product movement including ocean, air, rail, bulk, FTL, and LTL into a single platform. Its AI-driven functionalities streamline logistics and procurement processes, ensuring real-time visibility, data harmonization, and optimized freight management for companies dealing with complex supply chain challenges.

📋 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 communications. • 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 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 output. • Participate in the on-call rotation for critical customer issues and release readiness reviews. • Engage directly with Rocky Linux and broader open source communities.

🎯 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 GitHub Actions or GitLab CI. • 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. • 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. • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. • CKA preferred or required to achieve within the first 6 months. • Experience in HPC, AI/ML infrastructure, defense, or another regulated or performance-intensive domain 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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