Application Support Analyst - US (Remote)

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 the United States.

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 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 — 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