Sr. Customer Support Engineer

Location: Remote; no travel required for most positions

Company

hirify.global builds enterprise infrastructure for demanding workloads, including Rocky Linux support, enterprise Linux distributions, HPC and AI infrastructure, workload orchestration, cluster provisioning, and automation products.

What you will do

• Own complex technical escalations from initial report through root-cause analysis, verified resolution, and customer confirmation, including kernel-level issues.
• Act as the senior technical contact for strategic enterprise customers and advise on their architectures, workloads, and constraints.
• Debug Linux across kernel and user space, systemd, storage, networking, and performance on bare metal, virtualized, containerized, and cloud infrastructure.
• Set standards for reproduction, root-cause analysis, escalation quality, and customer communication; mentor support engineers and review technical work.
• Drive reproducible customer defects into Engineering, contribute automated tests, and track fixes through release.
• Develop knowledge-base articles, documentation, training content, AI-assisted support workflows, and participate in on-call, release-readiness reviews, and open-source communities.

Requirements

• Deep Linux internals expertise across kernel and user space, systemd, filesystems and storage, and networking; ability to analyze stack traces, core dumps, and performance profiles.
• Experience with crash, kdump, gdb, strace, ltrace, perf, eBPF, bpftrace, SystemTap, and the RPM build and packaging chain.
• Experience with containers and orchestration such as Apptainer, Podman, and Kubernetes, plus KVM, QEMU, and libvirt virtualization.
• Experience operating across bare metal, on-premises HPC clusters, and AWS, Azure, Google Cloud, and Oracle Cloud Infrastructure.
• Automation skills in Bash and Python, plus Ansible or equivalent configuration management and CI/CD systems such as GitHub Actions or GitLab CI.
• Proven 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.
• Ownership of critical escalations for large enterprise, government, or research accounts, including direct customer communication under pressure.
• Experience packaging sources, building RPMs, and delivering software through package managers, repositories, and ISO distributions; demonstrable open-source community involvement is required.
• Excellent written communication, sound escalation judgment, mentoring experience, and willingness to use AI tooling while reviewing every customer-facing output.
• CKA is preferred or must be obtained within the first six months.
• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.

Nice to have

• Experience in HPC, AI and ML infrastructure, defense, or another regulated or performance-intensive domain.
• Familiarity with CVE applicability analysis, DISA STIG, SCAP, and FIPS-validated configurations.

Culture & Benefits

• Human First, AI-Enabled support approach in which AI assists research, triage, and drafting without replacing personal customer interaction or judgment.
• Collaborative, humble, honest, friendly, and improvement-oriented working culture.
• Medical, dental, and vision insurance.
• Flexible paid time off and employee stock options.
• Remote work with no travel required for most positions.