Sr. Customer Support Engineer

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

Benefits offered by this job

Medical, dental, and vision insurance.

Remote work; no travel required for e{

Job summary

CIQ is seeking a Senior Customer Support Engineer to own the hardest technical problems for our enterprise customers running Rocky Linux and RLC Pro on production systems.

You will manage deep Linux troubleshooting, mentor junior engineers, and set standards for reproducible diagnostics while collaborating with customers, engineering, and the open source community to deliver reliable, secure, and scalable support.

Qualifications

• Seven or more years in Linux systems engineering or related field.
• Experience owning critical escalations for large accounts.
• Proven ability to read stack traces, cores, and performance profiles.
• Experience with open source and active community involvement.

Responsibilities

• Own the most complex escalations across enterprise customers.
• Serve as senior technical point of contact for strategic accounts.
• Debug Linux at depth across kernel, user space, storage, networking.
• Set reproduction discipline and root-cause rigor.
• Mentor support engineers and review technical work.
• Drive customer-facing defects to Engineering with clear repro and context.
• Contribute automated test coverage and knowledge base content.
• Use AI-assisted tooling while ensuring customer-facing outputs.
• Participate in on-call rotation and release readiness.
• Engage with Rocky Linux community.

Skills

Linux kernel internals

Kernel debugging

Systems troubleshooting

Strong written communication

On-call experience

Mentoring engineers

Education

Bachelor's degree in Computer Science, IT, or related field

CKA certification preferred

Tools

gdb

strace

ltrace

perf

eBPF/bpftrace

SystemTap

RPM packaging

KVM/QEMU/libvirt

Job description

Ciq Overview

CIQ builds the enterprise infrastructure that powers the world's most demanding workloads. From the operating system layer through AI infrastructure, high-performance computing, and cloud-native orchestration, CIQ delivers the speed, security, scalability, and sovereignty that major enterprises, government agencies, and research institutions depend on.

Ciq Overview

CIQ builds the enterprise infrastructure that powers the world's most demanding workloads. From the operating system layer through AI infrastructure, high-performance computing, and cloud-native orchestration, CIQ delivers the speed, security, scalability, and sovereignty that major enterprises, government agencies, and research institutions depend on.

CIQ is the founding support and services partner of Rocky Linux and the developer of the RLC Pro family of Enterprise Linux distributions, Fuzzball workload orchestration, Warewulf Pro cluster provisioning, and Ascender Pro automation. Our customers include some of the largest and most technically sophisticated organizations in the world, working across HPC, AI/ML, defense, and regulated industries.

We are a company of builders, operators, and open source practitioners. If you want to do work that matters, at a company that is genuinely changing how enterprise infrastructure gets built and run, we want to talk.

Position Summary

We are looking for a Senior Customer Support Engineer to own the hardest technical problems our enterprise customers bring us. CIQ's customers run Rocky Linux and the RLC Pro family in production at national laboratories, hyperscalers, global manufacturers, and government agencies. When something breaks in one of those environments, this is the person who resolves it. This is a senior individual contributor role: you will carry the deepest escalations, set the technical standard for how support is delivered, and raise the capability of the engineers around you.

Responsibilities

This role sits in Customer Engineering, a team that runs on a Human First, AI-Enabled principle. Your domain expertise and your relationships with customers are the differentiator. AI removes the overhead around that work, the research, the triage, and the drafting, and it never stands between a customer and a person. You will help set that standard, not simply work inside it. Additional responsibilities include but are not limited to:

• Owning the most complex technical escalations across CIQ's enterprise customer base, from first report through verified root cause to confirmed resolution, including issues that require kernel-level debugging.
• Serving as the senior technical point of contact for strategic accounts, and building an understanding of each customer's architecture, workloads, and constraints deep enough to advise them rather than react to them.
• Debugging Linux at depth across kernel, user space, systemd, storage, networking, and performance, on bare metal, virtualized, containerized, and cloud infrastructure.
• Setting the technical standard for the support organization: reproduction discipline, root-cause rigor, and a clean separation between an observed symptom and an inferred cause in every customer communication.
• Mentoring support engineers and reviewing their technical work, so the team's capability grows instead of the hardest tickets permanently routing to one person.
• Driving customer-facing defects into Engineering with a reproduction, a diagnosis, and enough context that the fix is unambiguous, then tracking each one through to release.
• Contributing automated test coverage that encodes real customer configurations and failure modes, so defects our customers would have hit are caught before a release ships rather than after.
• Converting resolved escalations into durable knowledge through knowledge base articles, documentation corrections, and training content, so the next customer with the same question can answer it without opening a ticket.
• Using AI-assisted tooling to compress the research, triage, and drafting around support work, while personally reviewing every customer-facing output. The judgment and the published answer remain yours.
• Participating in the on-call rotation for critical customer issues and in release readiness reviews for the products you support.
• Engaging directly with the Rocky Linux and broader open source communities, upstream and in public forums.

NEEDED TO SUCCEED

Successful Candidates Will Have

• Deep Linux internals expertise spanning kernel and user space, systemd, filesystems and storage, and networking, with the ability to read a stack trace, a core dump, or a performance profile and form a defensible hypothesis from it.
• The instinct to reproduce before concluding. You separate what you observed from what you inferred, and you say plainly which is which.
• Fluency with the tools of the job: crash and kdump, gdb, strace and ltrace, perf, eBPF and bpftrace, SystemTap, and the RPM build and packaging chain.
• Experience with containers and orchestration such as Apptainer, Podman, and Kubernetes, and with virtualization on KVM, QEMU, and libvirt.
• Comfort operating across bare metal, on-premises HPC clusters, and the major clouds including AWS, Azure, Google Cloud, and Oracle Cloud Infrastructure.
• Automation as a reflex: Bash and Python at a minimum, plus Ansible or an equivalent configuration management tool, and CI/CD systems such as GitHub Actions or GitLab CI.
• Excellent written communication. A large share of this role is explaining a difficult technical finding, in writing, to a customer who is under pressure, without overstating what is actually known.
• Sound judgment about escalation: knowing when an issue is genuinely critical, and knowing when declaring it critical would cost the team more than it saves.
• A willingness to use AI tooling as a force multiplier while owning every word that reaches a customer.
• Experience mentoring engineers and improving how a team works, not only what it ships.
• A friendly, collaborative, humble, honest, and always striving to be better attitude.

Education And Experience

• Proven work experience as a senior support engineer, systems engineer, or DevOps engineer supporting enterprise, government, or research customers in production.
• Seven or more years in Linux systems engineering, support engineering, or a comparable production environment, including five or more years of hands‑on linux expertise.
• Demonstrated ownership of critical escalations for large enterprise, government, or research accounts, including direct communication with those customers under pressure.
• Experience packaging sources, building RPMs, and delivering through package managers, repositories, and ISO distributions.
• Experience in HPC, AI and ML infrastructure, defense, or another regulated or performance‑intensive domain is a plus.
• Familiarity with security and compliance workflows such as CVE applicability analysis, DISA STIG, SCAP, and FIPS‑validated configurations.
• Demonstrable involvement in the open source community is required.
• CKA preferred or required to achieve within the first 6 months
• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Benefits

• Medical, dental, and vision insurance.
• Flexible paid time off.
• Employee stock options.
• Remote work; no travel required for most positions.