Application Support Engineer

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

📋 Description

• Manage the Zendesk ticket queue during US hours; triage, respond within SLA, resolve or escalate, and document tickets.

• Independently handle established incident types using runbooks.

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

• Provide coverage for the queue during the Lead’s complex incidents, escalations, or tooling tasks.

• Investigate GCP Cloud Logging errors and trace requests across microservice boundaries utilizing correlation IDs.

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

• Facilitate structured incident handoffs with reviewed logs, executed queries, and formed hypotheses.

• Collaborate with the Lead immediately on P1/P0 incidents and contribute to investigations.

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

• Track incidents across shifts and ensure smooth handoffs.

• Identify alert noise or misconfigured thresholds.

• Provide clear, professional, jargon-free incident updates to banking client operations teams.

• Follow up on resolved tickets and explain fixes in straightforward language.

• Document investigated issues and enhance runbook entries.

• Develop and share a personal MySQL query library.

⛳️ Requirements

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

• Proficient in SQL, including SELECT queries with JOINs, subqueries, and WHERE clauses.

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

• Familiarity with microservice concepts and tracing requests across services.

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

• Methodical troubleshooting skills and documentation practices.

• Ability to communicate clearly in writing for client-facing updates.

• Adherence to change-control protocols; no modifications to production data without explicit permission.

• Candidates must be based in India.

• Availability for 8–10-hour shifts during US business hours, preferably in Eastern or Central time zones.

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

🏝️ Benefits

• 100% Remote Working Option.

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

• Support for professional growth in Python/Bash scripting from the Lead.