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 strong technical fundamentals, analytical thinking, and high ownership.

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.
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.
Good-to-Have Skills
Exposure to SaaS product support.
Scripting or automation in Shell, Python.
Knowledge of SOC workflows, log triage, and alert monitoring.
Soft Skill Requirements
Robust communication and client-handling skills.
Ability to document issues and steps precisely.
Analytical and logical problem-solving mindset.
Calm under pressure; ability to multitask acro

📌 Product Support (Bengaluru)
🏢 SISA
📍 Bengaluru