Senior Application Support Engineer – India (Remote)

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.

We are building out a dedicated Application Support function for our GCP-hosted, microservices-based commercial card and payments platform. This role anchors our India coverage, working alongside an existing junior analyst in India and a US-based team of a Lead ASE and a Mid Analyst.

India is a significant and growing part of our banking client base — this role owns that coverage with full accountability. You will handle complex investigations, mentor the junior analyst in India, and be the senior technical presence during IST hours. You will also serve as the handoff point between India and US shifts, ensuring continuity across the global team.

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 India.

What You’ll Own

Incident investigation & triage

Lead investigation of complex, multi-service incidents during IST hours — from first signal through to root cause, with full documentation throughout

Use GCP Cloud Logging and Cloud Monitoring to trace failures across microservice boundaries using correlation IDs and structured log analysis

Write MySQL queries against production read replicas to investigate transaction status, card and account data, settlement records, and reconciliation discrepancies

Handle tier-1 and tier-2 tickets independently; escalate to the Lead (US) with a structured, well-evidenced handoff when needed

Own post-incident documentation for India-hours incidents — root cause, timeline, resolution, and prevention actions

India bank client coverage

Serve as the senior technical point of contact for all India bank client issues during IST hours

Write clear, jargon-free incident communications and status updates for bank client operations teams

Understand the regulatory and compliance sensitivity of banking clients — communications must be precise, professional, and audit-safe

Maintain awareness of India-specific client configurations, integration patterns, and known issues

Handle follow-up and ticket closure with clients — confirm resolution, explain what happened plainly, close cleanly

Shift handoff & global coordination

Own the India-to-US morning handoff — produce a clear async shift note covering open incidents, anything in investigation, and anything the US team should watch

Pick up the US-to-India handoff at start of IST shift — review anything in flight, check monitoring, and brief the junior analyst

Participate in team standup during the overlap window

Flag anything that needs US Lead attention before the overlap window closes

Mentoring the junior analyst

Be the day-to-day mentor for the existing India junior analyst — pair on live investigations, review their ticket documentation, and build their confidence on tier-2 issues

Conduct regular 1:1s focused on skill development — GCP log navigation, MySQL query building, client communication

Review runbook entries written by the junior before they are committed to the knowledge base

Escalate concerns about junior development to the Lead; advocate for the junior’s growth within the team

Monitoring & alerting

Review GCP dashboards and Zendesk alert channels at start of each IST shift — surface anomalies before clients report them

Track open incidents during IST hours and ensure nothing is left unresolved or undocumented at shift end

Contribute to improving alert definitions — flag noisy or misleading alerts to the Lead with evidence

Documentation & knowledge base

Document every new incident type investigated during IST hours — symptom, root cause, resolution, prevention status

Write and improve runbook entries for IST-hours patterns and India-specific client issues

Maintain and expand the MySQL investigation query library, shared across the global team

Contribute to onboarding documentation — your experience ramp-up becomes the next hire’s starting point

Automation support

Contribute to the team’s automation efforts under the Lead’s direction

Run and validate scheduled reconciliation queries; flag anomalies in output

Test and refine log correlation scripts; suggest improvements based on IST-hours patterns

Write or extend Python/Bash scripts for India-specific investigation tasks where patterns repeat

Technology Environment

Cloud platform: Google Cloud Platform (GCP)

Logs & monitoring: GCP Cloud Logging, Cloud Monitoring — primary investigation and alerting tools

Database: MySQL — read-only investigation queries; strict change-control for anything beyond SELECT

Architecture: Microservices — REST APIs; tracing requests across service boundaries using correlation IDs

Ticketing: Zendesk — queue management, incident documentation, client communication

Scripting: Python / Bash — desirable; used for automation support and investigation tooling

Product domain: Commercial card programs — card issuance, payments authorisation, settlement, spend controls

Client environment: India community and regional banks — SLA-bound, RBI-regulated context, audit-sensitive

What We’re Looking For

10+ years in application support, technical operations, platform support, or a closely related role

MySQL proficiency — writing complex SELECT queries with JOINs, subqueries, and WHERE clauses to answer specific investigation questions; reading results confidently

GCP Cloud Logging or equivalent — hands-on experience using a cloud log platform (GCP, CloudWatch, Splunk, Datadog, or Kibana) to investigate real production issues

Microservice architecture familiarity — comfortable tracing a failure across 3–5 services using correlation IDs and structured log fields

REST API literacy — HTTP status codes, API response interpretation, tracing request chains

Experience mentoring or guiding a junior colleague in a technical support context

Clear written communication — incident updates, PIR documentation, client-facing messages — all under pressure

Strong change-control discipline — no production data modifications without explicit authorisation and approval

GCP-specific experience — Cloud Logging query syntax, Cloud Monitoring dashboards, Cloud Trace

Familiarity with Zendesk as a support platform — ticket views, SLA policies, macros

Basic Python or Bash scripting — automation scripts, log parsing, or scheduled query jobs

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

Familiarity with RBI regulatory requirements or India banking compliance context — helpful but trainable

Exposure to commercial card concepts — authorisation, settlement, BIN management, spend controls — fully trainable

Working Hours

Standard shift of 8–10 hours per day, IST business hours

~2-hour overlap with the US team at end of IST day / start of US morning

On-call expectations are shared across the team and structured fairly — on-call rotation design is part of the Lead’s remit and will be discussed