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Nexthire

SisaInfosec- Product Support Engineer

Nexthire · Sharjah, Sharjah Emirate, United Arab Emirates

Staffing and Recruiting · 2-10 employees

20 h ago
Mid (2-5 yrs) Full-time United Arab Emirates
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About the role

The role involves providing onsite technical ownership of the deployed platform, including system stability, Linux administration, and monitoring log ingestion pipelines. The engineer acts as the primary interface between customers, product engineering, and internal support teams to resolve incidents and perform maintenance.

What they look for

Linux Administration Elasticsearch Kibana Logstash Shell Scripting Python Kafka Redis TCP/IP Network Troubleshooting SIEM REST APIs Git Incident Management Stakeholder Management Technical Documentation

Requirements

Candidates must have strong Linux administration skills and hands-on experience with the Elastic Stack (Elasticsearch, Kibana, Logstash). Proficiency in Shell/Bash and Python scripting, along with a solid understanding of network protocols and log processing pipelines, is required.

Full description

Role Overview

Responsible for providing onsite technical ownership of the deployed platform, ensuring platform availability, system stability, ProACT / Elastic Stack administration, Linux platform support, integration troubleshooting and customer-facing technical support. Acts as the primary interface between the customer, Product Engineering and internal support teams.

Core Responsibilities

  • Administer and support Linux-based production servers hosting the product platform.
  • Monitor and troubleshoot ProACT, Elasticsearch, Logstash components.
  • Monitor end-to-end log ingestion pipelines and resolve ingestion failures, mapping conflicts, parsing issues, Kafka lag and Redis backlog.
  • Manage Elasticsearch indices, shards, replicas, ILM policies, snapshots and cluster health.
  • Perform production incident triage, root cause analysis (RCA) and preventive actions.
  • Coordinate with Product Engineering for defect analysis, bug fixes and product improvements.
  • Execute product upgrades, patches, change requests and validate post-change health.
  • Develop Shell/Bash and Python scripts for operational automation, health checks and routine maintenance.
  • Conduct platform health checks, capacity reviews and preventive maintenance.
  • Serve as the onsite technical point of contact and provide regular technical updates to customer stakeholders.
  • Prepare SOPs, knowledge articles and deployment documentation.

Required Technical Skills

  • Strong Linux administration (RHEL/CentOS/Rocky Linux preferred).
  • Basic to advanced Shell/Bash and Python scripting.
  • Hands-on experience with Elasticsearch, Kibana and Logstash.
  • Knowledge of Elasticsearch architecture (nodes, shards, replicas, mappings, templates, ILM, snapshots.
  • Experience troubleshooting indexing, search performance, ingestion pipelines and cluster health.
  • Knowledge of Kafka, Redis and log processing pipelines.
  • Understanding of REST APIs, JSON, Git and automation fundamentals.
  • Strong understanding of TCP/IP, DNS, SSL/TLS, ports and network troubleshooting.
  • Knowledge of SIEM concepts, log correlation and security event lifecycle.
  • Experience with Elasticsearch performance tuning, JVM/heap analysis, shard optimization and rolling upgrades.

Integration Knowledge (Good to have)

  • Syslog / RSyslog / Syslog-NG.
  • REST API and Webhook integrations.
  • Agent-based and agentless log collection.
  • Windows Event Collection and Linux Syslog.
  • TLS certificate troubleshooting.
  • LDAP / Active Directory authentication basics.
  • SFTP/file-based integrations.
  • Basic SQL knowledge for integration troubleshooting.

Infrastructure Knowledge (Good to have)

  • Physical server environments.
  • VMware or Hyper-V virtualization.
  • Storage concepts (SAN/NAS, RAID, LVM).
  • LLM Implementation (exposure)
  • Backup & Restore validation.
  • Server performance and capacity monitoring.

Preferred / Optional Skills

  • Prometheus/Grafana monitoring.
  • Docker/Kubernetes exposure.
  • Cloud platform awareness (AWS/Azure/GCP).
  • High Availability (HA) and Disaster Recovery (DR) concepts.
  • Ansible or similar automation tools.

Customer & Behavioural Skills

  • Strong customer communication and stakeholder management.
  • Ability to independently troubleshoot within customer environments.
  • Lead technical discussions during production incidents.
  • Coordinate with Infrastructure, Security, SOC and Product Engineering teams.
  • Produce clear technical documentation and RCA reports.

Preferred Certifications

  • RHCSA/RHCE
  • Elastic Certified Engineer (optional)
  • ITIL Foundation
  • CompTIA Security+

KPIs

  • SLA Compliance
  • Platform Availability
  • MTTR Reduction
  • First Response SLA
  • RCA Completion within SLA
  • Repeat Incident Reduction
  • Change Success Rate
  • Customer Satisfaction (CSAT)
  • Knowledge Base Contributions
  • Operational Automation Contributions

Additional Senior Role Expectations

  • Lead P1/P2 incidents and major problem investigations.
  • Mentor junior engineers.
  • Drive platform optimization and continuous improvement initiatives.
  • Review architecture and recommend operational enhancements.