- Own the most complex technical escalations from first report to confirmed resolution, including kernel-level debugging.
- Serve as the senior technical point of contact for strategic accounts, providing architecture and workload advisory.
- Debug Linux at depth across kernel, user space, systemd, storage, and networking on diverse infrastructure types.
- Set technical standards for the support organization, including reproduction discipline and root-cause rigor.
- Mentor support engineers and review their technical work to increase team capability.
- Drive customer-facing defects into Engineering with diagnosis and context, tracking issues through release.
- Contribute automated test coverage for customer configurations and failure modes.
- Convert escalations into knowledge base articles, documentation, and training content.
- Use AI-assisted tooling for research and triage while maintaining final editorial control over all customer output.
- Participate in the on-call rotation and engage with the Rocky Linux and open source communities.
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