Support Engineer Database MongoDB & Elasticsearch

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L2 Support Engineer – Database

Location: Angola / Kenya

Work Arrangement: Work from Office

Experience: 3–5 years

Shift Pattern: 24/7 rotational shifts

Days Off: Rotational weekly days off

About the Role

We are seeking an experienced L2 Support Engineer – Database to join our production support team in Angola or Kenya. The ideal candidate should have strong practical experience working with MongoDB and Elasticsearch and be capable of supporting critical database and search platforms within a 24/7 production environment.

In this role, you will provide Level 2 technical and operational support, investigate production incidents, troubleshoot system and database problems, and help maintain the performance, stability and availability of MongoDB and Elasticsearch environments.

Key Responsibilities

1. Production Support

• Provide Level 2 operational and technical support for MongoDB and Elasticsearch platforms.

• Monitor the health, availability, performance and capacity of database and search environments.

• Investigate and resolve database, indexing, connectivity and performance issues.

• Respond to production incidents in line with established SLAs and operational processes.

• Monitor alerts and identify potential problems before they affect production services.

2. MongoDB Administration

• Administer and monitor MongoDB production environments.

• Manage and troubleshoot database replication.

• Support backup and recovery activities.

• Investigate database performance issues and carry out appropriate optimisation.

• Assist with configuration changes, upgrades and maintenance activities.

3. Elasticsearch Administration

• Monitor Elasticsearch cluster health and overall performance.

• Manage nodes, indexes, shards and replicas.

• Troubleshoot indexing and search-related problems.

• Investigate cluster and performance issues and implement appropriate resolutions.

• Support Elasticsearch configuration, maintenance and upgrade activities.

4. Incident and Problem Management

• Investigate production incidents and restore services within required service levels.

• Conduct root cause analysis for recurring, major or critical incidents.

• Identify corrective and preventative measures to reduce repeat incidents.

• Work proactively to identify technical risks that could affect system reliability.

5. Performance and Operational Improvement

• Carry out performance tuning and optimisation across MongoDB and Elasticsearch environments.

• Develop or maintain monitoring and automation scripts that improve operational efficiency.

• Contribute to improvements in support processes, system reliability and platform performance.

• Maintain accurate technical documentation, operational procedures and troubleshooting guides.

6. Collaboration

• Work closely with development, infrastructure, cloud and application teams when resolving complex production issues.

• Communicate technical problems and solutions clearly to relevant teams.

• Support deployments, database upgrades, configuration changes and scheduled maintenance activities.

7. Shift Support

• Participate in the 24/7 rotational support schedule.

• Work assigned night, weekend and out-of-hours shifts when required.

• Respond effectively to production issues in a fast-paced operational environment.

Requirements

• 3–5 years of professional experience in database administration, production support or infrastructure support.

• Strong practical knowledge of MongoDB administration and troubleshooting.

• Strong practical knowledge of Elasticsearch administration and troubleshooting.

• Previous experience supporting live production environments.

• Solid understanding of database monitoring, performance management and optimisation.

• Experience handling incidents, problems and root cause analysis.

• Familiarity with monitoring and alerting solutions.

• Experience creating or using automation and scripting for operational support.

• Good knowledge of Linux or Unix-based environments.

• Strong analytical and troubleshooting abilities.

• Ability to remain effective and make sound technical decisions under pressure.

• Willingness and ability to work within a 24/7 operational support structure.

• Strong communication and teamwork skills.

Desirable Qualifications and Experience

• Practical experience with MongoDB replication, sharding and backup/recovery processes.

• Experience managing Elasticsearch clusters, shards, replicas and index lifecycle management.

• Knowledge of major cloud platforms such as AWS, Microsoft Azure or Google Cloud.

• Experience working with Docker and/or Kubernetes.

• Understanding of DevOps principles and CI/CD practices.

• Scripting experience using Python, Bash or Shell.

• Relevant certifications in MongoDB, Elasticsearch or cloud technologies.

Ideal Candidate

The successful candidate should be technically capable, hands-on and proactive, with the confidence to investigate production problems independently and take ownership of incidents through to resolution.

You should be comfortable operating within a demanding 24/7 production support environment and working alongside different technical teams to resolve complex issues. The role also requires someone who takes initiative in identifying opportunities to improve system reliability, performance and the overall efficiency of operational support.

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