Senior Support Engineer - Escalation and Automation (remote work)

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SeniorZdalnie·WarszawaFull-time

#474106·Dodano dziś·1

Źródło: TuxCare

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Tech Stack / Keywords

Linux PythonZendeskJiraSlackREST APIsLLM APIsRHELDebian Ubuntu

Podsumowanie oferty

Join the KernelCare team to handle complex technical support cases for Linux security products and automate support processes. You will build and run an AI triage agent and support tools using Python, Zendesk, Jira, and Slack.

Wymagania

Must-haves:

5+ years of hands-on experience with Linux in production environments or L3 support for Linux-based products, including the RHEL family, Debian, or 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, including RHSA, USN, and DSA, and assessing affected software versions and patch status.
Strong Python development skills and 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 using AI chat tools.
Experience administering ticketing systems such as Zendesk or Jira Service Management, including triggers, SLA policies, and macros.
Excellent written English communication skills and the ability to explain technical issues clearly and concisely.

Nice to have:

Ability to read C code and analyze Linux kernel patches to understand code changes and fixes.
Familiarity with Linux live patching technologies such as kpatch, livepatch, and 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 such as Maven, Composer, and npm.
Experience with Gerrit, CI pipelines, and package signing.

Obowiązki

Triage incoming TuxCare cases, resolve them or route them to the appropriate development team with a clear problem statement.
Answer CVE questions for ELS OS and AlmaLinux ESU by checking patch sources and vendor errata, including whether versions are affected or patched and when fixes are available.
Answer equivalent questions for ELS language products, including PHP, Python, Java/Spring, and Node.js; 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 requests for new kernel and distribution support.
Own and administer Zendesk queues, triggers, macros, SLA policies, bots, and Jira and Slack bridges.
Build and run the AI triage agent and support tools, including Zendesk, Jira, and Slack integrations, log and data checks, Python, REST APIs, and LLM APIs.
Maintain support and release scripts with the development teams.
Lead the support response during major CVE events.
Write runbooks and maintain the knowledge base used by the triage agent.
Share the team's Sev 1 on-call duty.

Benefity

Flexible working hours.
24 days of vacation per year, 10 days of national holidays, and unlimited sick leave.
Compensation for private medical insurance.
Co-working and gym/sports reimbursement.
Education budget.

Elastyczne godziny

Płatny urlop

Płatne święta

Opieka zdrowotna

Dofinansowanie szkoleń

Inne informacje

Remote work is available from any location worldwide.
The role shares a 24/7 on-call obligation for Sev 1 incidents.

TuxCare

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