Senior Support Engineer – Escalation and Automation

TuxCare

. Triage incoming TuxCare cases by solving them or routing them to the appropriate development team with a clear problem statement .

Posted 11/5/2026full-timeRemote • Poland, Spain, Portugal, Georgia, Brazil, ArgentinaSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in Linux administration and support, with strong capabilities in Python development and API integration. Proficient in managing ticketing systems and investigating CVEs, while effectively communicating technical issues.

Highest-signal resume keywords

Linux AdministrationPython DevelopmentCVE InvestigationZendesk AdministrationAPI Integration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

LinuxPythonCVE AssessmentSQLJavaPHPNode.jsGerritCI PipelinesLinux Live Patching

Soft Skills

Excellent Written Communication

Tools & Technologies

ZendeskJiraREST APIsLLM APIsClickHousePostgreSQL

Industry Keywords

RHELDebianUbuntuRPMDNFAPTDPKGRHSAUSNDSA

Tech Stack

Tools & technologies

JavaJavaScriptLinuxMavenNode.jsPHPPostgresPythonSpringSQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

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
Unlimited sick leaves
Compensation for private medical insurance
Co-working reimbursement
Gym/sports reimbursement
Budget for education
Opportunity to receive a reward for the most innovative idea that the company can patent