Senior Customer Support Engineer

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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 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

• 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

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