Application Support Analyst – US (Remote)

Application Support AnalystZact 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 mid-level analyst is the second US seat on the team, working alongside a Lead Application Support Engineer who anchors the function.You will handle tier-1 and tier-2 support tickets independently, investigate issues across GCP logs and MySQL data, and be a reliable presence during US banking hours for our bank clients.

This is a hands-on investigation role — you will spend real time in log consoles and query interfaces, not just routing tickets.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.Day-to-day ticket handlingOwn the Zendesk ticket queue during US hours — triage incoming issues by severity, respond within SLA, and resolve or escalate with full documentationHandle known incident types independently using the team's runbook library — no need to escalate for established patternsBe the first US contact for bank client technical queries — acknowledge promptly, investigate thoroughly, communicate clearlyCover the queue when the Lead is occupied with complex incidents, client escalations, or tooling workInvestigation & triageSearch 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 chainWrite MySQL SELECT queries against production read replicas to investigate transaction status, card data, account records, and settlement detailsEscalate to the Lead with a structured handoff — logs reviewed, queries run, hypothesis formed, nothing left vagueFor P1/P0 incidents, join the Lead immediately — contribute to the investigation rather than waiting for directionMonitoring & alertingCheck GCP monitoring dashboards and Zendesk alert channels at shift start — surface anything anomalous before clients report itTrack open incidents across shifts and ensure clean handoff to the India team at end of US dayFlag alert noise or misconfigured thresholds to the Lead — you are on the front line and will notice signal problems firstClient communicationWrite clear, professional, jargon-free updates to banking client operations teams during and after incidentsFollow up on resolved tickets — confirm the fix, provide a plain-language explanation, close cleanlyMaintain a professional tone under pressure; bank clients operate in regulated, audit-sensitive environmentsDocumentation & knowledge baseDocument every new issue investigated — symptom, logs found, queries run, resolution or escalation pathContribute to and improve runbook entries after resolving incidentsBuild and share a personal MySQL query library for common investigation patternsTechnology EnvironmentCloud platform: Google Cloud Platform (GCP)Logs & monitoring: GCP Cloud Logging, Cloud Monitoring — primary investigation toolsDatabase: MySQL — read-only investigation queries (SELECT only; strict change-control for anything else)Architecture: Microservices — REST APIs; tracing requests across services using correlation IDsTicketing: Zendesk — managing your queue, documenting investigations, client communicationScripting: Python / Bash — desirable; the Lead will help you grow here if neededProduct domain: Commercial card programs — card issuance, payments authorisation, settlement, spend controlsClient environment: US community and regional banks — SLA-bound, audit-sensitive, regulatedWhat We're Looking For2–4 years in application support, technical support, IT operations, or a closely related roleSolid SQL — you write SELECT queries with JOINs, subqueries, and WHERE clauses without needing a template; you read query results and know what to look forGCP Cloud Logging or equivalent — you have used at least one cloud log platform (CloudWatch, Splunk, Kibana, Datadog, or GCP) to investigate a real production issueFamiliarity with microservice concepts — you understand that a user action may touch multiple backend services and know how to trace a request across themREST API literacy — HTTP status codes, reading API responses, identifying where in a request chain an error originatedMethodical troubleshooting — you rule out possibilities systematically and document as you goClear written communication — you can write a calm, professional client-facing update mid-incidentChange-control discipline — you never modify production data without explicit authorizationNice to HaveGCP-specific experience — Cloud Logging query syntax (Log Explorer), Cloud Monitoring dashboard navigationFamiliarity with Zendesk as a support platform — using ticket views, macros, and SLA trackingBasic Python or Bash scripting — log parsing, simple automation, or one-off scripts countExperience in a regulated or compliance-sensitive environment — fintech, banking, healthcare, or telecomsExposure to commercial card or payments concepts — authorisation flows, settlement, spend controls — helpful but fully trainableWorking HoursStandard 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 flightOn-call at this level is minimal; P1 escalations route to the Lead first