Application Support Engineer

Zact

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

Posted 10/10/2026full-timeRemote • IndiaJuniorMid-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 and cloud log analysis. Proficient in managing incident response and client communication within a regulated environment.

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

SQLMySQLGCP Cloud LoggingREST API LiteracyTroubleshootingDocumentationIncident ResponseChange-Control DisciplinePython ScriptingBash Scripting

Soft Skills

Clear CommunicationMethodical Approach

Tools & Technologies

ZendeskCloudWatchSplunkKibanaDatadog

Industry Keywords

Regulated EnvironmentPayments ConceptsClient-Facing Support

Tech Stack

Tools & technologies

CloudGoogle Cloud PlatformMySQLPythonSplunkSQL

About the role

Key responsibilities & impact

Own the Zendesk ticket queue during US hours; triage, respond within SLA, resolve or escalate, and document tickets
Handle established incident types independently using runbooks
Serve as first US contact for bank client technical queries
Cover the queue during the Lead’s 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
Escalate structured incident handoffs with logs reviewed, queries run, and hypotheses formed
Join the Lead immediately on P1/P0 incidents and contribute to investigations
Check GCP monitoring dashboards and Zendesk alert channels at shift start
Track incidents across shifts and ensure clean handoffs
Identify alert noise or misconfigured thresholds
Communicate clear, professional, jargon-free incident updates to banking client operations teams
Follow up on resolved tickets and explain fixes in plain language
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, 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
REST API literacy, including HTTP status codes and reading API responses
Methodical troubleshooting and documentation
Clear written communication for client-facing updates
Change-control discipline; no production data modification without explicit authorization
Candidates should be located in India
Availability for 8–10-hour shifts during US business hours, preferably Eastern or Central time
Nice to have: GCP-specific experience, Zendesk familiarity, basic Python or Bash scripting, regulated/compliance-sensitive environment experience, and exposure to commercial card or payments concepts

Benefits

Comp & perks

100% Remote Working Option
~2-hour overlap with India team at start of US day for handoff, standups, and incidents in flight
Professional growth support in Python/Bash scripting from the Lead