Application Support Analyst

Zact

. Own the Zendesk ticket queue during US hours; triage by severity, respond within SLA, and resolve or escalate with documentation .

Posted 9/18/2026full-timeRemote • California • United StatesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in application support and technical troubleshooting, with a strong focus on SQL query writing, cloud logging platforms, and effective communication with banking clients. Proficient in incident management and documentation within regulated environments.

Highest-signal resume keywords

SQL Query WritingGCP Cloud LoggingIncident ManagementClient CommunicationMicroservice Tracing

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLMySQLREST APITroubleshootingDocumentationIncident TriageChange ControlMicroservice ConceptsQuery OptimizationData Analysis

Soft Skills

Clear CommunicationMethodical ApproachProfessionalismTeam CollaborationClient-Facing Skills

Tools & Technologies

ZendeskGCPCloudWatchSplunkKibanaDatadog

Industry Keywords

Application SupportTechnical SupportIT OperationsRegulated EnvironmentPayments Exposure

Tech Stack

Tools & technologies

CloudGoogle Cloud PlatformMySQLPythonSplunkSQL

About the role

Key responsibilities & impact

Own the Zendesk ticket queue during US hours; triage by severity, respond within SLA, and resolve or escalate with documentation
Handle established incident types independently using runbooks
Serve as the first US contact for bank client technical queries
Cover the queue while the Lead handles complex incidents, escalations, or tooling work
Investigate GCP Cloud Logging errors and trace requests across microservice boundaries using correlation IDs
Write MySQL SELECT queries against production read replicas to investigate transactions, card data, accounts, and settlements
Provide structured escalations to the Lead with logs reviewed, queries run, and hypotheses formed
Participate immediately in P1/P0 investigations with the Lead
Check GCP monitoring dashboards and Zendesk alert channels at shift start
Track incidents across shifts and ensure handoff to the India team at the end of the US day
Identify alert noise or misconfigured thresholds
Write clear updates to banking client operations teams during and after incidents
Follow up on resolved tickets, confirm fixes, explain resolutions, and close tickets
Document investigated issues and improve runbook entries
Build and share a personal MySQL query library

Requirements

What you’ll need

2–4 years in application support, technical support, IT operations, or a closely related role
Solid SQL; ability to write SELECT queries with JOINs, subqueries, and WHERE clauses and interpret query results
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
REST API literacy, including HTTP status codes and API responses
Methodical troubleshooting and documentation
Clear written communication for calm, professional client-facing updates
Change-control discipline; no production data modification without explicit authorization
Candidates must be located in the United States
Nice to have: GCP-specific experience, Zendesk familiarity, basic Python or Bash scripting, regulated/compliance-sensitive environment experience, and commercial card or payments exposure

Benefits

Comp & perks

100% Remote Working Option
Standard shift of 8–10 hours per day during US business hours
Minimal on-call at this level; P1 escalations route to the Lead first
~2-hour overlap with the India team at the start of the US day for handoff, standups, and incidents in flight