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Sr. Customer Support Engineer

2 weeks, 5 days ago
Europe, Asia, Oceania
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Ansible AWS Azure Bash Docker GCP GitHub Actions GitLab CI Kubernetes Linux Podman Python
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CIQ

CIQ

CIQ reimagines software infrastructure with Rocky Linux, offering solutions for security, HPC computing, and cluster management. They empower people to do great things with support, certified hardware, and open source software.

Internet Software & Services
51-250
Founded 2020
$26M raised
View All Jobs 4

Description

  • Own the most complex technical escalations from first report through root cause analysis and verified resolution.
  • Serve as the senior technical point of contact for strategic customer accounts.
  • Debug Linux issues across kernel, user space, systemd, storage, networking, and performance on bare metal, virtualized, containerized, and cloud systems.
  • Set support standards for reproduction discipline, root-cause rigor, and customer communication.
  • Mentor support engineers and review their technical work to improve team capability.
  • Drive customer-facing defects into Engineering with clear reproductions, diagnoses, and context, then track fixes through release.
  • Contribute automated test coverage based on real customer configurations and failure modes.
  • Turn resolved issues into knowledge base articles, documentation fixes, and training content.
  • Participate in on-call coverage for critical customer issues and release readiness reviews.
  • Engage with Rocky Linux and broader open source communities upstream and in public forums.

Requirements

  • Must be fluent in Arabic.
  • Seven or more years in Linux systems engineering, support engineering, or a comparable production environment.
  • Five or more years of hands-on Linux expertise.
  • Proven experience as a senior support engineer, systems engineer, or DevOps engineer supporting enterprise, government, or research customers in production.
  • Deep Linux internals expertise across kernel, user space, systemd, filesystems, storage, and networking.
  • Ability to read stack traces, core dumps, and performance profiles and form a defensible hypothesis.
  • Fluency with crash and kdump, gdb, strace, ltrace, perf, eBPF, bpftrace, SystemTap, and RPM build/packaging tools.
  • Experience with containers and orchestration such as Apptainer, Podman, and Kubernetes, plus virtualization on KVM, QEMU, and libvirt.
  • Comfort working across bare metal, on-prem HPC clusters, and AWS, Azure, Google Cloud, and Oracle Cloud Infrastructure.
  • Strong automation skills with Bash, Python, Ansible or equivalent, and CI/CD tools such as GitHub Actions or GitLab CI.
  • Experience packaging sources, building RPMs, and delivering through package managers, repositories, and ISO distributions.
  • Demonstrated involvement in the open source community.
  • CKA preferred or required within the first 6 months.
  • Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
  • Experience in HPC, AI/ML infrastructure, defense, or another regulated or performance-intensive domain is a plus.
  • Familiarity with security and compliance workflows such as CVE applicability analysis, DISA STIG, SCAP, and FIPS-validated configurations.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

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