About the RoleWe 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 the United States.
What You'll DoDay-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 India 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 authorisation, 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 - HTTP 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 - authorisation 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
- On-call at this level is minimal; P1 escalations route to the Lead first
