Senior Support Engineer - Escalation and Automation (remote work)

TuxCare; Lisboa; Remote; EUR 80,000 - 133,000; Full time

Benefits offered by this job

Remote work

Flexible hours

Medical Insurance

Education budget

Gym reimbursement

Vacation days

Patent rewards

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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).

Skills

Linux in production

Linux package mgmt

CVE analysis

Python

LLM automation

Zendesk/Jira

English fluency

Tools

Zendesk API

Jira API

REST APIs

Job description

TuxCare offers a comprehensive portfolio of security solutions for Linux and open-source software designed for enterprise organizations. With TuxCare, companies can automate live vulnerability patching, minimize downtime, ensure security and compliance, and rely on a team with deep expertise in Linux security. The solutions cover the most popular Linux distributions, end-of-life systems, programming languages, and more. Learn more at tuxcare.com.

KernelCare 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 at KernelCare. An 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.

What you will do

• Triage incoming TuxCare cases: solve them, or route them to the right dev team with a clear problem statement.
• Answer CVE questions for ELS OS and AlmaLinux 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 KernelCare 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 CloudLinux 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).

Must-haves

• 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.

Nice‑to‑haves

• 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 ClickHouse or PostgreSQL.
• Familiarity with Java, PHP, or Node.js build tools (Maven, Composer, npm).
• Experience with Gerrit, CI pipelines, and package signing.

What's in it for you?

• A focus on professional development.
• Interesting and challenging projects.
• 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, and 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.

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