Application Support Analyst
J
JobgetherFinancial technology
Based in India, 8–10-hour shift aligned with U.S. business hours, preferably Eastern or Central Time, with approximately two hours of overlap with the India team at the start of the U.S. workday.Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Excellent written and verbal English communication
- Experience
- 2–4 years of experience in application support, technical support, IT operations, production support, or a closely related technical role.
- Required Skills
- PythonSQLMySQLRESTful APIsMicroservicesZendesk
Requirements
- Have 2–4 years of experience in application support, technical support, IT operations, production support, or a closely related technical role.
- Write SQL SELECT queries using JOINs, subqueries, and WHERE clauses, interpret results, and investigate production issues.
- Have experience using at least one cloud logging or observability platform, such as Google Cloud Logging, AWS CloudWatch, Splunk, Kibana, or Datadog.
- Understand cloud environments, application monitoring, and how requests move across microservices.
- Trace failures across service boundaries using correlation IDs and related diagnostic information.
- Be familiar with REST API request flows, HTTP status codes, API responses, and common integration issues.
- Use a systematic approach to troubleshooting, documenting findings, and deciding when escalation is necessary.
- Be familiar with ticketing systems, incident prioritization, SLA tracking, and structured documentation; Zendesk experience is preferred.
- Have a strong understanding of production support discipline, data protection, and controlled access.
- Communicate clearly in written and spoken English, including in client-facing incident updates.
- Be willing to work an 8–10-hour shift aligned with U.S. business hours, preferably Eastern or Central Time, with approximately two hours of overlap with the India team.
- Basic Python or Bash knowledge is desirable.
Responsibilities
- Manage the Zendesk support queue during U.S. business hours, prioritize tickets by severity, and resolve or escalate issues within SLAs.
- Investigate recurring incidents using runbooks and documented troubleshooting procedures.
- Analyze application logs and trace requests across microservices to identify failures.
- Write and execute MySQL SELECT queries against production read replicas to investigate application data.
- Prepare structured escalations with investigation findings, logs, query results, and suspected causes.
- Review monitoring dashboards, logs, and alerts to identify anomalies and track open incidents.
- Coordinate incident tracking and handoffs between the U.S.-aligned support function and India team.
- Provide client incident updates, follow up on resolved tickets, and document investigation and resolution steps.
- Improve runbooks and maintain a reusable library of MySQL queries.
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