Senior Customer Support Engineer

Responsibilities

• Own complex technical escalations from report through root cause to resolution, including kernel-level debugging
• Serve as the senior technical point of contact for strategic enterprise accounts
• Debug Linux across kernel, user space, systemd, storage, networking, and performance
• Mentor support engineers and review technical work to grow team capability
• Drive customer-facing defects into Engineering with reproduction steps and diagnosis
• Contribute automated test coverage for real customer configurations
• Convert resolved escalations into knowledge base articles and documentation
• Participate in on-call rotations and release readiness reviews
• Engage with Rocky Linux and broader open source communities

Requirements

• Deep Linux internals expertise (kernel, user space, systemd, filesystems, networking)
• Proficiency with tools like gdb, strace, ltrace, perf, eBPF, and RPM packaging
• Experience with containers (Podman, Kubernetes) and virtualization (KVM, QEMU)
• Automation skills in Bash and Python, plus Ansible or similar configuration management
• Experience with CI/CD systems like GitHub Actions or GitLab CI
• Proven experience as a senior support, systems, or DevOps engineer in production environments
• 7+ years in Linux systems engineering or support, with 5+ years of hands-on Linux expertise
• Demonstrated involvement in the open source community
• Fluency in Arabic is required
• Bachelor's degree in Computer Science or equivalent practical experience

Preferred Qualifications

• Experience in HPC, AI/ML infrastructure, defense, or regulated industries
• CKA certification (or ability to achieve within 6 months)
• Familiarity with security workflows like CVE analysis, DISA STIG, and FIPS

Benefits

• Medical, dental, and vision insurance
• Flexible paid time off
• Employee stock options
• Remote work environment