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Zact
Zact
11 – 50 Zaposleni
B2BFinanceFintech
Zact builds an integrated payments and expense management platform for businesses and financial institutions. Its products bring card controls, expense workflows, and accounts payable automation together, with API connections to payment networks and accounting systems. Businesses can use the platform to manage spending in real time and apply budget policies, while banks can offer it under their own brand. Zact also supports use cases such as fleet management and continuous compensation, helping partners coordinate financial operations and revenue sharing.
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Delovna mesta v podjetju

Application Support Engineer, Remote in India

Support Zact’s cloud-hosted commercial card and payments platform by investigating incidents for bank clients. Work with Zendesk, Google Cloud logs, MySQL queries, and cross-shift handoffs.

INIndijaNa daljavoPolni delovni časJuniorSrednja ravenDiploma ni potrebnaZahtevani Jezik: angleščinaProgramski inženir
Google Cloud PlatformMySQLOblakPythonSplunkSQL

Opis

  • Manage the Zendesk queue during US business hours, meeting response targets while resolving, escalating, and documenting tickets.
  • Resolve established incident types independently by following runbooks.
  • Act as the first US contact for technical questions from bank clients.
  • Maintain queue coverage while the Lead handles complex incidents, escalations, or tooling work.
  • Investigate Google Cloud Logging errors and trace requests across microservices with correlation IDs.
  • Use MySQL SELECT queries on production read replicas to examine transactions, card data, accounts, and settlements.
  • Escalate incidents with a structured handoff that records reviewed logs, executed queries, and working hypotheses.
  • Join the Lead promptly on P1/P0 incidents and assist with investigations.
  • Review Google Cloud monitoring dashboards and Zendesk alert channels at the start of each shift.
  • Track incidents across shifts and provide clear handoffs.
  • Spot noisy alerts and thresholds that are configured incorrectly.
  • Send banking client operations teams clear, professional incident updates without unnecessary jargon.
  • Follow up after ticket resolution and explain fixes in straightforward language.
  • Record investigated issues and refine runbook documentation.
  • Develop and share a personal library of MySQL queries.

Zahteve

  • Two to four years of experience in application support, technical support, IT operations, or a related field.
  • Strong SQL skills, including SELECT queries using JOINs, subqueries, and WHERE clauses.
  • Experience with at least one cloud logging platform, such as GCP Cloud Logging, CloudWatch, Splunk, Kibana, or Datadog.
  • Familiarity with microservices and tracing requests between services.
  • Understanding of REST APIs, HTTP status codes, and how to read API responses.
  • A systematic approach to troubleshooting and documentation.
  • Clear written communication for client-facing updates.
  • Consistent adherence to change controls; production data must not be modified without explicit authorization.
  • Must be located in India.
  • Availability for 8–10-hour shifts during US business hours, preferably aligned with Eastern or Central time.
  • Preferred: GCP experience, Zendesk familiarity, basic Python or Bash scripting, work in regulated or compliance-sensitive environments, or exposure to commercial cards or payments.

Ugodnosti

  • Fully remote work.
  • Around two hours of overlap with the India team at the start of the US workday for handoffs, standups, and ongoing incidents.
  • Support from the Lead to develop Python and Bash scripting skills.

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