Application Support Analyst
New
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-hours 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 without templates, 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 a request across multiple backend services.
- Understand REST APIs, HTTP status codes, API responses, and how to identify where an error originated in a request chain.
- Troubleshoot methodically and document investigative steps.
- Write calm, professional, client-facing updates during incidents.
- Follow change-control discipline and never modify production data without explicit authorization.
- Work an 8–10-hour standard shift during US business hours, with a two-hour overlap with the India team at the start of the US day.
- GCP Cloud Logging and Cloud Monitoring experience, Zendesk familiarity, and basic Python or Bash scripting are desirable.
Responsibilities
- Own and triage the Zendesk ticket queue during US hours, respond within SLA, and resolve or escalate issues with full documentation.
- Handle known incident types independently using the team’s runbook library.
- Serve as the first contact for bank client technical queries and provide clear updates during and after incidents.
- Search GCP Cloud Logging and trace requests across microservices using correlation IDs to identify failures.
- Write MySQL SELECT queries against production read replicas to investigate transactions, card data, account records, and settlement details.
- Escalate incidents to the Lead with a structured handoff documenting logs reviewed, queries run, and hypotheses.
- Join the Lead’s investigation immediately for P1/P0 incidents.
- Check GCP monitoring dashboards and Zendesk alert channels, track incidents across shifts, and hand off to the India team.
- Document investigated issues and contribute to runbook improvements and a MySQL query library.
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