Senior Application Support Engineer – India

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

📋 Description

• Lead intricate, multi-service incident investigations during IST hours, from the initial signal to root cause analysis and documentation.

• Utilize GCP Cloud Logging and Cloud Monitoring to trace failures across microservice boundaries.

• Execute MySQL queries on production read replicas to examine transactions, cards, accounts, settlements, and reconciliation discrepancies.

• Manage tier-1 and tier-2 tickets, escalating structured handoffs to the US Lead as necessary.

• Take ownership of post-incident documentation, encompassing root cause, timeline, resolution, and preventive measures.

• Act as the senior technical contact for India bank client issues during IST hours.

• Compose clear, jargon-free incident communications and status updates for bank client operations teams.

• Coordinate shift handoffs between India and the US and engage in overlap standups.

• Mentor junior analysts in India through live investigations, documentation reviews, one-on-ones, and runbook assessments.

• Review dashboards and Zendesk alert channels, monitor incidents, and enhance alert definitions.

• Document various incident types, write runbooks, maintain a shared MySQL investigation query library, and contribute to onboarding documentation.

• Support automation by validating reconciliation queries, testing log-correlation scripts, and authoring or extending Python/Bash scripts.

• Collaborate with GCP, MySQL, microservices, REST APIs, Zendesk, Python/Bash, and commercial card payment systems.

⛳️ Requirements

• Over 10 years of experience in application support, technical operations, platform support, or a related field.

• Proficiency in MySQL, including the ability to write complex SELECT queries with JOINs, subqueries, and WHERE clauses.

• Practical experience with GCP Cloud Logging or a similar cloud log platform, such as CloudWatch, Splunk, Datadog, or Kibana.

• Understanding of microservice architecture and tracing failures across 3–5 services using correlation IDs and structured log fields.

• Knowledge of REST APIs, including familiarity with HTTP status codes, API response interpretation, and request-chain tracing.

• Experience in mentoring or guiding a junior colleague within a technical support environment.

• Ability to communicate clearly in writing for incident updates, post-incident review documentation, and client-facing communications.

• Strong adherence to change-control practices; production data modifications only with explicit authorization and approval.

• GCP-specific experience, familiarity with Zendesk, and basic knowledge of Python or Bash scripting are advantageous.

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

• Familiarity with RBI regulatory requirements or the Indian banking compliance context is beneficial but can be learned.

• Exposure to commercial card concepts is fully trainable.

• Availability for 8–10 hour shifts during IST business hours and participation in a shared on-call rotation.

🏝️ Benefits

• 100% remote working option.

• Structured and shared on-call rotation across the team.

• Opportunities for mentoring and skill development.

• Involvement in automation and investigation tooling initiatives.