Technical Support Engineer

Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. Founded by Bhavin Turakhia and Ramki Gaddipati in 2015. Our flagship processing platform – Zeta Tachyon – is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single‑vendor stack. 20M+ cards have been issued on our platform globally. We are actively working with the largest banks and fintechs in multiple global markets transforming customer experience for multi‑million card portfolios. Zeta has over 1700+ employees – with over 70% roles in R&D – across locations in the US , EMEA , and Asia . We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021. Learn more at careers.zeta.tech, Linkedin, Twitter. Responsibilities Customer Support: Provide first-level technical support to customers, respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner, ensuring a high level of customer satisfaction through effective communication and problem resolution. Incident Management: Monitor and triage incoming support requests via phone, email, or ticketing system, prioritize by urgency and impact, and log all customer interactions accurately in the ticketing system. Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure using knowledge bases, troubleshooting guides, and documented procedures, escalating to higher-level teams when necessary. Documentation and Knowledge Sharing: Contribute to creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides, documenting common issues, resolutions, and best practices to facilitate self-service and improve efficiency. Escalation Management: Escalate complex or unresolved issues to appropriate L2 or L3 support teams, providing detailed information and following escalation procedures. Collaboration and Communication: Collaborate with cross-functional teams—including developers, system administrators, and business analysts—to resolve customer issues and provide timely updates to customers. Compliance and Security: Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information. Skills Knowledge sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success. Adaptability and learning: Embracing change, rapidly acquiring new skills, and effectively applying them to support customer needs indicate success in a fast‑changing technical support environment. Strong problem‑solving skills and ability to troubleshoot basic technical issues independently. Excellent communication and interpersonal skills, with the ability to explain technical concepts to non‑technical individuals. Customer‑oriented mindset with a focus on delivering high‑quality customer service. Familiarity with ticketing systems and knowledge base tools is a plus. Ability to work under pressure in a fast‑paced environment and manage multiple priorities effectively. Willingness to learn and adapt to new technologies and tools in the banking technology domain. Experience & Qualifications 2–4 years of overall experience in the role. Prior experience with tools such as Postman, Kibana, Splunk, and Grafana is required. Engineer (preferably IT or Computer Science). Experience in banking/payment technologies is a plus. Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply, as a diverse workforce is key to our success. Referrals increase your chances of interviewing at Zeta by 2x. #J-18808-Ljbffr Zeta