Senior Application Support Engineer – US

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 commercial card and payments platform — a GCP-hosted, microservices-based SaaS product used by banking clients. This Senior Application Support Engineer will be the technical anchor of that team, leading a team of two junior analysts.

This is an investigative, system-thinking, and automation-first role. You will own complex incident triage end-to-end, build the monitoring and alerting foundation, and systematically automate the repetitive tasks that slow support teams down. You will also be the primary technical point of contact for banking client escalations and the person who builds the knowledge infrastructure the whole team runs on.

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 Makes This Role Different From a Standard Support Position

You will lead the team and work the queue alongside them — this is a hands-on lead role, not a supervisory one. Beyond ticket handling, you are expected to identify patterns, eliminate root causes permanently, and help design and build the back-office tools and support functions the team needs. You will have real influence over how the product is monitored and how engineering is held accountable for supportability.

What You’ll Own

Incident leadership & triage

Lead triage of complex, multi-service incidents — from first signal to root cause, with a documented timeline throughout

Use GCP Cloud Logging, Cloud Monitoring, and distributed tracing to trace failures across microservice boundaries

Write MySQL queries to investigate transaction, card, and account data issues in production read replicas — following strict change-control at all times

Own post-incident reviews (PIRs): root cause, contributing factors, timeline, and preventive actions

Act as the senior technical escalation for banking client issues — calm, precise, and solution-oriented

Monitoring & observability

Design and maintain the team’s alerting strategy in GCP Cloud Monitoring — setting thresholds, reducing alert noise, and ensuring the right signals fire at the right severity

Build and maintain dashboards (Grafana, GCP Monitoring, or equivalent) covering transaction throughput, API error rates, service latency, and MySQL query performance

Define and track SLIs/SLOs for key product flows — payments authorisation, settlement processing, card management — and surface degradation early

Instrument new services in partnership with engineering: ensure every new microservice ships with adequate logging, structured log fields, and correlation IDs

Back-office tooling & automation

Help design and build the internal back-office tools and support functions the team needs to operate effectively — this is not off-the-shelf tooling configuration; it includes scoping, designing, and writing the tools from scratch where needed

Example: an internal investigation dashboard that pulls GCP log context and MySQL transaction data for a given incident ID in one view

Example: automated log correlation scripts that surface the root cause of a known error pattern in under 2 minutes

Example: MySQL query templates that auto-populate with a transaction ID and return the full investigation snapshot

Example: alert-to-ticket automation that pre-populates incident records with log context and affected service

Write and maintain automation tooling in Python and/or Bash — scripts, schedulers, data reconciliation jobs

Build internal CLI tools or runbook-linked scripts that junior analysts can invoke safely without senior oversight

Identify manual reconciliation or reporting tasks that can be replaced by scheduled queries or GCP Cloud Functions

Own the tooling roadmap for the support function — prioritise what gets built next based on toil volume and incident frequency

Client technical support

Serve as the senior technical point of contact for all customer-facing product issues that escalate beyond first-line resolution

Write clear, jargon-free incident communications for banking client operations teams during and after incidents

Work directly with client technical teams (bank IT, card ops) to diagnose integration issues, file format mismatches, or API usage errors

Maintain a client-facing known-issues log and service status communication cadence

Documentation & knowledge management

Build and own the team’s runbook library — step-by-step investigation procedures for every known failure pattern across the product suite

Write and maintain a MySQL query reference for common support investigations (transaction lookup, card status, spend limit checks, settlement reconciliation)

Document every new incident type in a known-issues catalogue: symptom, root cause, resolution, recurrence trigger, and prevention status

Produce onboarding materials that bring a new junior analyst to independent productivity within 6 weeks

Maintain a living architecture reference showing how services connect, what each service owns, and which logs to check first for each component

Team leadership — hands-on

Lead a small, global support team — you are a working lead, not a manager removed from the queue; you will handle tickets alongside the analysts based on volume and complexity

Mentor and develop two junior application support analysts — review their investigations, coach their SQL and log techniques, and build their confidence on live incidents

Run daily standups and weekly incident reviews across time zones — keeping a distributed team coordinated and nothing falling between shifts

Define team support processes: ticket triage criteria, severity classification, escalation thresholds, SLA tracking

Partner with engineering and product to represent the support team’s perspective — surfacing recurring issues, requesting observability improvements, and advocating for supportability in new releases

Technology Environment

Cloud platform: Google Cloud Platform (GCP)

Log & monitoring: GCP Cloud Logging, Cloud Monitoring, Pub/Sub; Grafana

Database: MySQL — production read replicas for investigation; strict change-control for any writes

Architecture: Microservices — REST APIs with correlation ID tracing across service boundaries

Scripting & automation: Python (primary), Bash — for tooling, automation, and log parsing

Ticketing: Internal ticketing system (Jira or equivalent)

Product domain: Commercial card programs — card issuance, authorization, settlement, spend controls, reporting

Client environment: Banking clients (community and regional banks) — regulated, SLA-bound, audit-sensitive

What We’re Looking For

8+ years in application support, platform operations, or a technical operations role with a team leadership component

MySQL proficiency — writing complex queries, reading execution plans, diagnosing slow queries, understanding index behaviour

GCP experience — hands-on with Cloud Logging (log queries, log-based metrics), Cloud Monitoring (alerting policies, uptime checks), and ideally Cloud Functions or Pub/Sub

Microservice troubleshooting — comfortable tracing a failure across 3–5 services using correlation IDs and structured logs

Python or Bash scripting — you have written automation tools that saved real time, not just one-off scripts

Methodical incident investigation — you document as you go, form hypotheses, test them, and do not guess

Strong written communication — incident updates, PIRs, client communications, and runbooks are all part of your normal output

Experience building or significantly contributing to a team knowledge base or runbook library

Nice to Have

Experience with distributed tracing tools — Cloud Trace, Jaeger, Zipkin, or equivalent

Grafana dashboard authoring

Exposure to SRE practices: SLO definition, error budgets, toil reduction

Familiarity with GCP Cloud Functions, Cloud Scheduler, or Workflows for automation

Experience administering Zendesk — configuring ticket views, SLA policies, macros, triggers, automations, and reporting; familiarity with Zendesk API or webhook integrations is a bonus

Background in a regulated or compliance-sensitive environment — fintech, banking, healthcare, or telecoms

Familiarity with commercial card concepts (authorisation flows, settlement, BIN management, spend controls) — helpful but fully trainable

Note on Domain Experience

Prior fintech or banking experience is helpful but not a requirement. What matters is depth in GCP, MySQL, and microservice troubleshooting — and the instinct to automate. We provide structured onboarding into the product domain and a growing runbook library to support ramp-up.

Working Hours & Expectations

Standard shift of 8–10 hours per day, with some overlap with US hours.

Remote-friendly; in-person collaboration expectations to be discussed by region

Originally posted on Himalayas