Application Support Analyst – US (Remote)

Summary

Zact is a fintech company providing expense and payment management systems for organizations. Zact is seeking a mid-level Application Support Analyst to provide tier-1 and tier-2 support for its GCP-hosted, microservices-based commercial card and payments platform, investigating logs and database records, managing incidents, communicating with bank clients, and documenting resolutions.

Responsibilities

• 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
• 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
• 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
• 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
• 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

Skills

• Candidates applying for this role should be located in the United States
• 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
• 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
• 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

Qualifications

Must Haves

• Candidates applying for this role should be located in the United States
• 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
• 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

Nice to Haves

• 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

Benefits

• 100% Remote Working Option