Application Support Engineer
Z
ZactFintech payments
Candidates applying for this role should be located in India, US business hours (Eastern or Central preferred for bank client coverage); ~2-hour overlap with India team at start of US dayFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 2–4 years in application support, technical support, IT operations, or a closely related role
- Required Skills
- PythonSQLBashMySQLRESTful APIsMicroservicesZendesk
Requirements
- Have 2–4 years of experience in application support, technical support, IT operations, or a closely related role.
- Write SQL SELECT queries using JOINs, subqueries, and WHERE clauses and interpret query results.
- Have used at least one cloud log platform, such as GCP Cloud Logging, CloudWatch, Splunk, Kibana, or Datadog, to investigate a production issue.
- Understand microservice concepts and how to trace requests across backend services.
- Understand REST API literacy, including HTTP status codes, API responses, and identifying where an error originated in a request chain.
- Troubleshoot methodically and document investigations as they proceed.
- Write clear, professional client-facing updates during incidents.
- Follow change-control discipline and do not modify production data without explicit authorization.
- Work an 8–10-hour standard shift during US business hours.
- Be available for approximately two hours of overlap with the India team at the start of the US day.
- GCP Cloud Logging and Cloud Monitoring experience is a plus.
- Zendesk familiarity and basic Python or Bash scripting are a plus.
Responsibilities
- Own the Zendesk ticket queue during US hours, triage issues by severity, respond within SLA, and resolve or escalate with full documentation.
- Handle known incident types independently using the team’s runbook library.
- Investigate errors in GCP Cloud Logging and trace requests across microservices using correlation IDs.
- Write MySQL SELECT queries against production read replicas to investigate transaction, card, account, and settlement data.
- Escalate incidents to the Lead with a structured handoff documenting logs reviewed, queries run, and hypotheses formed.
- Check GCP monitoring dashboards and Zendesk alert channels, track open incidents, and hand them off across shifts.
- Communicate incident updates and resolutions to bank client operations teams.
- Document investigated issues and contribute to runbook entries and a MySQL query library.
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