Application Support Analyst

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

📋 Description

• Manage the Zendesk ticket system during US working hours; prioritize issues based on severity, respond within service level agreements (SLA), and resolve or escalate with comprehensive documentation.

• Independently address known incident types utilizing established runbooks.

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

• Provide support for the ticket queue when the Lead is engaged with complex incidents, client escalations, or tooling tasks.

• Analyze GCP Cloud Logging entries and trace requests across microservices using correlation IDs.

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

• Escalate issues to the Lead with structured handoffs that include reviewed logs, executed queries, and hypotheses.

• Collaborate with the Lead immediately during P1/P0 incidents and contribute to the investigation process.

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

• Track incidents across shifts and ensure a seamless handoff to the team in India.

• Identify alert noise or misconfigured thresholds.

• Provide clear updates to banking client operations teams during and following incidents.

• Follow up on resolved tickets and ensure they are closed properly.

• Document every investigated issue and enhance runbooks.

• Develop and share a personal library of MySQL queries.

⛳️ Requirements

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

• Proficiency in SQL with the capability to write SELECT queries that include JOINs, subqueries, and WHERE clauses without relying on templates.

• Experience with at least one cloud logging platform such as CloudWatch, Splunk, Kibana, Datadog, or GCP for investigating actual production issues.

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

• Familiarity with REST APIs, including knowledge of HTTP status codes and interpreting API responses.

• Systematic troubleshooting and documentation skills.

• Strong written communication skills for client-facing updates.

• Adherence to change-control protocols; never modify production data without explicit permission.

• GCP-specific experience is a plus.

• Familiarity with Zendesk is advantageous.

• Basic knowledge of Python or Bash scripting is considered beneficial.

• Experience in regulated or compliance-sensitive environments is a plus.

• Exposure to commercial card or payment concepts is advantageous.

• Candidates must be based in India.

🏝️ Benefits

• Option for 100% remote work.

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

• Minimal on-call responsibilities at this level.

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