1. Role Summary

The Support Engineer is responsible for first-line support, monitoring, and incident triage. The role involves ensuring seamless data ingestion, healthy cluster operations, customer-facing stability.

The engineer will monitor log pipelines end‑to‑end, troubleshoot ingestion failures, perform platform health checks, and support product upgrades and security compliance activities.

This role requires robust technical fundamentals, analytical thinking, and high ownership.

2. Key Responsibilities

Log Ingestion & Pipeline Troubleshooting

- Review and report failures such as:
- Logs not flowing
- Kafka consumer lag
- Redis queue backlog
- Authentication or TLS failures
- Pipeline conditional drops

Linux Administration

- Perform system-level checks: CPU, RAM, disk, processes, service restarts.
- Analyze log files (syslog, journalctl, application logs).
- Basic shell scripting for automation or health check tasks.

Incident, SLA & Documentation

- Act as primary responder for incidents and alerts.
- Create clear incident reports, initial RCA notes, and evidence snapshots.
- Track SLAs
- Update knowledge base, SOPs.





Security & Compliance Support

- Assist security teams with vulnerability remediation.
- Execute patching activities.

3. Required Technical Skills (Must‑Have)

- Working knowledge of Elasticsearch, Logstash, Kafka, Redis.
- Understanding of Elasticsearch fundamentals:
- Indices, shards, mappings, ILM, cluster health.

- Linux administration and troubleshooting expertise.
- Basic AWS ecosystem knowledge (EC2, S3, CloudWatch, IAM).
- Experience in SIEM/log analysis tools.
- Ability to read and analyze logs from various platforms.

4. Good-to-Have Skills

- Exposure to SaaS product support.
- Scripting or automation in Shell, Python.
- Knowledge of SOC workflows, log triage, and alert monitoring.

5. Soft Skill Requirements

- Strong communication and client-handling skills.
- Ability to document issues and steps precisely.
- Analytical and logical problem-solving mindset.
- Calm under pressure; ability to multitask across multiple incidents.
- Proactive ownership; willingness to learn and grow.

📌 Product Support (India)
🏢 SISA
📍 India