Sr. Customer Support Engineer

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.

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