TuxCare

Support Engineer

• Analyze crashes, hangs, and reboots related to live patching, including oops and panic logs, vmcore with the crash tool, and KASAN reports
• Determine whether live patching caused an incident and communicate the conclusion to the customer
• Investigate patching problems, including apply failures, stuck transitions, unknown symbols, and freeze conflicts with backup tools
• Investigate missing patches and new kernel or distribution support requests
• Work with the patch team to add kernel and distribution support
• Answer deep CVE questions by checking patch sources and documentation
• Identify root causes and provide clear reports to the patch team
• Follow investigations through to resolution
• Act as the named engineer for an enterprise customer during Sev 1 incidents and own cases until closure
• Assist during major CVE events
• Participate in the team's Sev 1 on-call rotation; 24/7 on-call is a contract obligation

Explore Senior Kernel Support Engineer at TuxCare. Review requirements and application details.

Senior Kernel Support Engineer

• Triage incoming TuxCare cases by solving them or routing them to the appropriate development team with a clear problem statement
• Answer CVE questions for ELS OS and AlmaLinux ESU by assessing affected versions, patch status, and fix timing using patch sources and vendor errata
• Assess ELS support status for PHP, Python, Java/Spring, and Node.js, including affected versions, patches, and package versions
• Route requests for new version support to ELS engineering without promising dates
• Debug the KernelCare agent and ePortal on customer systems, including missing patches and new kernel and distribution support requests
• Own and administer Zendesk queues, triggers, macros, SLA policies, bots, and Jira/Slack bridges
• Build and run AI triage agents and support tools using Zendesk, Jira, and Slack integrations, log and data checks, Python, REST APIs, and LLM APIs
• Maintain support and release scripts with development teams
• Lead the support side during major CVE events
• Write runbooks and maintain the knowledge base used by the triage agent
• Participate in team on-call coverage for Sev 1 incidents under a 24/7 contract obligation

Explore Senior Support Engineer – Escalation and Automation at TuxCare. Review requirements and application details.

Open roles

Senior Kernel Support Engineer

Senior Support Engineer – Escalation and Automation