Application Support Engineer
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Job Description
Application Support Engineer investigating Zact’s GCP-hosted commercial card and payments platform. Handling Zendesk tickets, cloud logs, MySQL queries, and regulated bank-client incidents.
Responsibilities:
- Own the Zendesk ticket queue during US hours; triage, respond within SLA, resolve or escalate, and document tickets
- Handle established incident types independently using runbooks
- Serve as first US contact for bank client technical queries
- Cover the queue during the Lead’s complex incidents, escalations, or tooling work
- Investigate GCP Cloud Logging errors and trace requests across microservice boundaries using correlation IDs
- Write MySQL SELECT queries against production read replicas to investigate transactions, card data, accounts, and settlements
- Escalate structured incident handoffs with logs reviewed, queries run, and hypotheses formed
- Join the Lead immediately on P1/P0 incidents and contribute to investigations
- Check GCP monitoring dashboards and Zendesk alert channels at shift start
- Track incidents across shifts and ensure clean handoffs
- Identify alert noise or misconfigured thresholds
- Communicate clear, professional, jargon-free incident updates to banking client operations teams
- Follow up on resolved tickets and explain fixes in plain language
- Document investigated issues and improve runbook entries
- Build and share a personal MySQL query library
Requirements:
- 2–4 years in application support, technical support, IT operations, or a closely related role
- Solid SQL, including SELECT queries with JOINs, subqueries, and WHERE clauses
- Experience with at least one cloud log platform such as GCP Cloud Logging, CloudWatch, Splunk, Kibana, or Datadog
- Familiarity with microservice concepts and tracing requests across services
- REST API literacy, including HTTP status codes and reading API responses
- Methodical troubleshooting and documentation
- Clear written communication for client-facing updates
- Change-control discipline; no production data modification without explicit authorization
- Candidates should be located in India
- Availability for 8–10-hour shifts during US business hours, preferably Eastern or Central time
- Nice to have: GCP-specific experience, Zendesk familiarity, basic Python or Bash scripting, regulated/compliance-sensitive environment experience, and exposure to commercial card or payments concepts
Benefits:
- 100% Remote Working Option
- ~2-hour overlap with India team at start of US day for handoff, standups, and incidents in flight
- Professional growth support in Python/Bash scripting from the Lead
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