Senior Support Engineer - Escalation and Automation (remote work)

TuxCare; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Remote work with flexible hours

Educational budget

Health insurance

Vacation and holidays

Co-working/gym reimbursement

Patent incentive

Job summary

TuxCare Inc. is seeking an experienced security-focused engineer to join our remote team. You will triage complex Linux CVE scenarios, verify patch status across RHEL, Debian, and Ubuntu, and guide remediation with clear problem statements for engineering teams.

You will also own our Zendesk and Jira workflows, build AI triage capabilities, and participate in on-call Sev 1 incident response. Strong Python skills and experience with LLМ-based automation are essential.

Qualifications

• 5+ years hands-on Linux in production environments or L3 support for Linux-based products (RHEL family, Debian, Ubuntu).
• Strong knowledge of Linux distributions, package management (RPM/DNF, APT/DPKG), repositories, GPG keys, and kernel packages.
• Experience investigating CVEs and vendor security advisories (RHSA, USN, DSA) including assessing affected versions and patch status.
• Strong Python development skills with API integrations and data processing.
• Hands-on experience building or maintaining LLM-based agents and automated workflows beyond basic AI tools.
• Experience administering ticketing systems (Zendesk, Jira Service Management, or similar) including triggers and SLA policies.
• Excellent written English communication skills to explain technical issues clearly.

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: assess status, patch level, and patch availability; verify sources.
• Address CVEs for ELS languages (PHP, Python, Java/Spring, Node.js) with version-specific patch info.
• Debug the Zendesk-integrated Zendesk agent and ePortal on the customer side, handling patch requests and kernel patches.
• Own our Zendesk: queues, triggers, macros, SLA policies, and bridges to Jira and Slack; manage updates.
• Build and operate AI triage agent and support tools via Zendesk, Jira, Slack integrations, and REST APIs.
• Maintain support and release scripts with dev teams; lead the support effort during major CVE events.
• Write runbooks and keep the knowledge base current; ensure triage agent relies on it.
• Be on-call for Sev 1 incidents with the team (24/7 contractual obligation; shared).

Skills

Linux production

CVE analysis

Python development

LLM workflows

Ticketing systems

English writing

Tools

Zendesk

Jira Service Management

APIs integration

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.

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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