Application Support Analyst

This is a fully remote position, open to applicants in California.

📋 Description

• Manage the Zendesk ticket queue during US business hours; prioritize by severity, respond within SLA, and resolve or escalate with appropriate documentation.

• Address established incident types autonomously by utilizing runbooks.

• Act as the primary US contact for technical inquiries from bank clients.

• Oversee the queue while the Lead manages complex incidents, escalations, or tool development.

• Analyze GCP Cloud Logging errors and trace requests across microservice boundaries using correlation IDs.

• Execute MySQL SELECT queries against production read replicas to investigate transactions, card data, accounts, and settlements.

• Provide structured escalations to the Lead, including reviewed logs, executed queries, and formed hypotheses.

• Engage immediately in P1/P0 investigations alongside the Lead.

• Monitor GCP dashboards and Zendesk alert channels at the beginning of each shift.

• Track incidents across shifts and ensure proper handoff to the India team at the conclusion of the US day.

• Recognize alert noise or misconfigured thresholds.

• Compose clear updates for banking client operations teams during and after incidents.

• Follow up on resolved tickets to confirm fixes, clarify resolutions, and close tickets.

• Document investigated issues and enhance runbook entries.

• Create and share a personal library of MySQL queries.

⛳️ Requirements

• 2–4 years of experience in application support, technical support, IT operations, or a similar role.

• Strong SQL skills; ability to write SELECT queries using JOINs, subqueries, and WHERE clauses and interpret query results effectively.

• Familiarity with at least one cloud log platform such as GCP Cloud Logging, CloudWatch, Splunk, Kibana, or Datadog.

• Understanding of microservice concepts and the ability to trace requests across services.

• Knowledge of REST APIs, including HTTP status codes and API responses.

• Methodical approach to troubleshooting and documentation.

• Clear written communication skills for professional client-facing updates.

• Adherence to change-control procedures; no modifications to production data without explicit authorization.

• Candidates must reside in the United States.

• Nice to have: Experience specific to GCP, familiarity with Zendesk, basic Python or Bash scripting skills, experience in regulated/compliance-sensitive environments, and knowledge of commercial card or payments systems.

🏝️ Benefits

• 100% Remote Working Option.

• Standard shift of 8–10 hours per day during US business hours.

• Minimal on-call responsibilities at this level; P1 escalations first route to the Lead.

• Approximately 2-hour overlap with the India team at the beginning of the US day for handoff, standups, and ongoing incidents.