Senior Linux Support Engineer - Remote AI Triage

TuxCare Inc.; Lisboa; Teletrabalho; EUR 80 000 - 133 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Remote work

Flexible hours

Medical Insurance

Education budget

Gym reimbursement

Vacation days

Patent rewards

Resumo da oferta

TuxCare, a leader in Linux security, is seeking a Senior Support Engineer to join our KernelCare team. You will triage and resolve complex Linux support cases, work with AI-assisted triage tools, and own the Zendesk and Jira workflows.

You will collaborate with development and security engineers, maintain runbooks, lead on big CVE events, and help scale a remote, globally distributed support operation with flexible hours and a strong focus on clear written communication.

Qualificações

• 5+ years of hands-on Linux in production or L3 support.
• Strong knowledge of RPM/DNF, APT/DPKG and kernel packages.
• Experience investigating CVEs and vendor advisories (RHSA, USN, DSA).
• Strong Python development for API integrations and data processing.
• Hands‑on experience building LLM‑based agents and automated workflows.
• Experience administering tickets systems (Zendesk/Jira) with triggers and SLA policies.
• Excellent written English communication skills.

Responsabilidades

• Triage incoming TuxCare cases and route to the right dev team with a clear problem statement.
• Answer CVE questions for ELS OS and AlmaLinux ESU, including patch status and version details.
• Answer CVE questions for ELS languages and route requests for new version support to ELS engineering.
• Debug KernelCare agent and ePortal on the customer side.
• Own Zendesk: queues, triggers, macros, SLA policies, and bridges to Jira/Slack.
• Build and run AI triage agent and support tools (Zendesk, Jira, Slack) and ensure data checks via REST APIs.
• Maintain support and release scripts with the dev teams.
• Lead the support side during big CVE events and ensure smooth communication.
• Write runbooks and keep knowledge base accurate for triage agent.
• On-call for Sev 1 with the team (24/7 as contract obligation).

Conhecimentos

Linux in production

Linux package mgmt

CVE analysis

Python

LLM automation

Zendesk/Jira

English fluency

Ferramentas

Zendesk API

Jira API

REST APIs

Descrição da oferta de emprego

TuxCare, a leader in Linux security, is seeking a Senior Support Engineer to join our KernelCare team. You will triage and resolve complex Linux support cases, work with AI-assisted triage tools, and own the Zendesk and Jira workflows.

You will collaborate with development and security engineers, maintain runbooks, lead on big CVE events, and help scale a remote, globally distributed support operation with flexible hours and a strong focus on clear written communication.