Senior Support Engineer - Escalation and Automation
New
T
TuxCareLinux security
Warsaw, Masovian Voivodeship, Poland. Madrid, Community of Madrid, Spain. Lisbon, Lisbon, Portugal. Tbilisi, Tbilisi, Georgia. São Paulo, São Paulo, Brazil. Buenos Aires, Buenos Aires, ArgentinaFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- Excellent written English communication skills
- Experience
- 5+ years of hands-on experience with Linux in production environments or L3 support for Linux-based products
- Required Skills
- PythonLinuxZendesk
Requirements
- Have 5+ years of hands-on experience with Linux in production environments or L3 support for Linux-based products.
- Have experience with RHEL-family, Debian, or Ubuntu Linux distributions.
- Know Linux package management, including RPM/DNF, APT/DPKG, repositories, GPG keys, and kernel packages.
- Have experience investigating CVEs and vendor security advisories, including RHSA, USN, and DSA, and assessing affected software versions and patch status.
- Have strong Python development skills and practical experience building and maintaining tools that integrate with APIs and process data.
- Have hands-on experience building, deploying, or maintaining LLM-based agents and automated workflows.
- Have experience administering ticketing systems such as Zendesk or Jira Service Management, including triggers, SLA policies, and macros.
- Have excellent written English communication skills and be able to explain technical issues clearly and concisely.
- Nice to have: ability to read C code and analyze Linux kernel patches.
- Nice to have: familiarity with Linux live patching technologies such as kpatch, livepatch, or ksplice.
- Nice to have: experience with Zendesk or Jira APIs, SQL, ClickHouse or PostgreSQL, Java, PHP, or Node.js build tools, Gerrit, CI pipelines, or package signing.
Responsibilities
- 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.
- Assess vulnerability and patch status for ELS language products, including PHP, Python, Java/Spring, and Node.js.
- Route requests for support of new versions to ELS engineering without promising delivery dates.
- Debug the KernelCare agent and ePortal on customer systems, including missing patches and new kernel or distribution support requests.
- Administer Zendesk queues, triggers, macros, SLA policies, bots, and Jira and Slack bridges.
- Build and operate the AI triage agent and support tools, including Zendesk, Jira, and Slack integrations and log and data checks.
- Maintain support and release scripts with development teams.
- Lead the support response during major CVE events.
- Write runbooks, maintain the knowledge base, and share the team's Sev 1 on-call obligation.
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