About Us

Zact is a Fintech innovator dedicated to a singular idea : Organizations need simpler expense and payment management systems that align the spending employee with finance and accounting while providing inherent guardrails and continuous reconciliation with financial systems.
Zact enables all parts of the company to Pay by the Rules.

About the Role

We are building out a dedicated Application Support function for our GCP-hosted, microservices-based commercial card and payments platform. This mid-level analyst is the second US seat on the team, working alongside a Lead Application Support Engineer who anchors the function.

You will handle tier-1 and tier-2 support tickets independently, investigate issues across GCP logs and MySQL data, and be a reliable presence during US banking hours for our bank clients. This is a hands-on investigation role — you will spend real time in log consoles and query interfaces, not just routing tickets.

Location

Zact is a global company with multiple locations across US, Europe and India.
We provide 100% Remote Working Option.
Candidates applying for this role should be located in India;

What You'll Do

Day-to-Day Ticket Handling

Own the Zendesk ticket queue during US hours — triage incoming issues by severity, respond within SLA, and resolve or escalate with full documentation
Handle known incident types independently using the team's runbook library — no need to escalate for established patterns
Be the first US contact for bank client technical queries — acknowledge promptly, investigate thoroughly, communicate clearly
Cover the queue when the Lead is occupied with complex incidents, client escalations, or tooling work

Investigation & Triage

Search and filter GCP Cloud Logging to find error entries, trace requests across microservice boundaries using correlation IDs, and identify where failures occur in the service chain
Write MySQL SELECT queries against production read replicas to investigate transaction status, card data, account records, and settlement details
Escalate to the Lead with a structured handoff — logs reviewed, queries run, hypothesis formed, nothing left vague
For P1/P0 incidents, join the Lead immediately — contribute to the investigation rather than waiting for direction

Monitoring & Alerting

Check GCP monitoring dashboards and Zendesk alert channels at shift start — surface anything anomalous before clients report it
Track open incidents across shifts and ensure clean handoff to the team at end of US day
Flag alert noise or misconfigured thresholds to the Lead — you are on the front line and will notice signal problems first

Client Communication

Write clear, professional, jargon-free updates to banking client operations teams during and after incidents
Follow up on resolved tickets — confirm the fix, provide a plain-language explanation, close cleanly
Maintain a professional tone under pressure; bank clients operate in regulated, audit-sensitive environments

Documentation & Knowledge base

Document every new issue investigated — symptom, logs found, queries run, resolution or escalation path
Contribute to and improve runbook entries after resolving incidents
Build and share a personal MySQL query library for common investigation patterns

Technology Environment

Cloud platform: Google Cloud Platform (GCP)
Logs & monitoring: GCP Cloud Logging, Cloud Monitoring — primary investigation tools
Database: MySQL — read-only investigation queries (SELECT only; strict change-control for anything else)
Architecture: Microservices — REST APIs; tracing requests across services using correlation IDs
Ticketing: Zendesk — managing your queue, documenting investigations, client communication
Scripting: Python / Bash — desirable; the Lead will help you grow here if needed
Product domain: Commercial card programs — card issuance, payments authorization, settlement, spend controls
Client environment: US community and regional banks — SLA-bound, audit-sensitive, regulated

What We're Looking For

2–4 years in application support, technical support, IT operations, or a closely related role
Solid SQL — you write SELECT queries with JOINs, subqueries, and WHERE clauses without needing a template; you read query results and know what to look for
GCP Cloud Logging or equivalent — you have used at least one cloud log platform (CloudWatch, Splunk, Kibana, Datadog, or GCP) to investigate a real production issue
Familiarity with microservice concepts — you understand that a user action may touch multiple backend services and know how to trace a request across them
REST API literacy — status codes, reading API responses, identifying where in a request chain an error originated
Methodical troubleshooting — you rule out possibilities systematically and document as you go
Clear written communication — you can write a calm, professional client-facing update mid-incident
Change-control discipline — you never modify production data without explicit authorization

Nice to Have

GCP-specific experience — Cloud Logging query syntax (Log Explorer), Cloud Monitoring dashboard navigation
Familiarity with Zendesk as a support platform — using ticket views, macros, and SLA tracking
Basic Python or Bash scripting — log parsing, simple automation, or one-off scripts count
Experience in a regulated or compliance-sensitive environment — fintech, banking, healthcare, or telecoms
Exposure to commercial card or payments concepts — authorization flows, settlement, spend controls — helpful but fully trainable

Working Hours

Standard shift of 8–10 hours per day, US business hours (Eastern or Central preferred for bank client coverage)
~2-hour overlap with India team at start of US day — used for handoff, standups, and any incidents in flight

Application Support Engineer

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