Support engineer Linux products

Описание:
Kernel Care provides automated live patching for Linux kernels without requiring reboots. Our Endless Lifecycle Support products keep end-of-life Linux distributions secure by backporting important security and bug fixes to older software versions used by enterprise customers. We are looking for a Senior Support Engineer to join our small, experienced team  AI agent handles first-line triage, allowing our engineers to focus on complex technical cases that require their expertise.

The team also develops and maintains tools and AI-powered agents to automate support processes and improve efficiency.

• Triage incoming Tux Care cases: solve them, or route them to the right dev team with a clear problem statement.
• Answer CVE questions for ELS OS and Alma Linux ESU: is this version affected, is it patched, when does the fix come.
• Check patch sources and vendor errata, not only the docs.
• When the status page is silent, you are the answer.
• Answer the same for ELS for languages (PHP, Python, Java/Spring, Node.js): affected or not, patched or not, which package version.
• Route requests for new version support to ELS engineering with a clear statement; do not promise dates.
• Debug the Kernel Care agent and ePortal on the customer side, missing patches, new kernel and distro support requests.
• Own our Zendesk: queues, triggers, macros, SLA policies, bots and the Jira and Slack bridges.
• You take this over from the Cloud Linux Zendesk admin in your first weeks and run it after.
• Build and run the AI triage agent and support tools:
  Zendesk, Jira and Slack integrations, log and data checks (Python, REST APIs, LLM APIs).
• Maintain support and release scripts together with the dev teams.
• Lead the support side during big CVE events, when many customers ask at once.
• Write runbooks and keep the knowledge base correct; the triage agent runs on it.
• On-call for Sev 1 with the team (24/7 is a contract obligation; we share it).

• 5+ years of hands-on experience with Linux in production environments or L3 support for Linux-based products (RHEL family, Debian, 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 (RHSA, USN, DSA), including assessing affected software versions and patch status.
• Strong Python development skills, with 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 simply using AI chat tools.
• Experience administering ticketing systems (Zendesk, Jira Service Management, or similar), including triggers, SLA policies, and macros.
• Excellent written English communication skills, with the ability to explain technical issues clearly and concisely.
• Будет плюсом:
• Ability to read C code and analyze Linux kernel patches to understand code changes and fixes;
• Familiarity with Linux live patching technologies (kpatch, livepatch, ksplice);
• Experience working with Zendesk or Jira APIs;
• Knowledge of SQL and databases such as Click House or PostgreSQL;
• Familiarity with Java, PHP, or Node.js build tools (Maven, Composer, npm);
• Experience with Gerrit, CI pipelines, and package signing

• Fully remote work with flexible working hours, that allows you to schedule your day and work from any location worldwide.
• Paid 24 days of vacation per year
• 10 days of national holidays
• unlimited sick leaves
• Compensation for private medical insurance.
• Co-working and gym/sports reimbursement.
• Budget for education.
• The opportunity to receive a reward for the most innovative idea that the company can patent.