Senior Application Support Engineer

Zact

. Lead triage of complex, multi-service incidents from initial signal through root cause, maintaining a documented timeline .

Posted 9/18/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in incident management, application support, and technical operations, with a strong focus on MySQL, GCP tools, and automation scripting. Proven ability to lead and mentor teams while effectively communicating with banking clients and managing complex multi-service incidents.

Highest-signal resume keywords

MySQL ProficiencyGCP Cloud MonitoringPython Automation ScriptingIncident InvestigationTeam Leadership

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

MySQLGCP Cloud LoggingPythonBashMicroservice TroubleshootingIncident DocumentationREST APIsGrafanaCloud FunctionsPub/Sub

Soft Skills

Strong Written CommunicationMentoringTeam CollaborationMethodical Approach

Tools & Technologies

JiraIncident Management ToolsObservability DashboardsSupport Tooling

Industry Keywords

FintechBankingSLA-boundAudit-sensitiveCommercial Card Concepts

Tech Stack

Tools & technologies

CloudGoogle Cloud PlatformGrafanaMicroservicesMySQLPython

About the role

Key responsibilities & impact

Lead triage of complex, multi-service incidents from initial signal through root cause, maintaining a documented timeline
Investigate production transaction, card, and account data issues using GCP observability tools and MySQL read replicas
Own post-incident reviews, including root causes, contributing factors, timelines, and preventive actions
Serve as senior technical escalation point for banking client issues
Design and maintain GCP Cloud Monitoring alerting strategies and observability dashboards
Define and track SLIs/SLOs for payment authorization, settlement processing, and card management flows
Partner with engineering to instrument new microservices with logging, structured fields, and correlation IDs
Design and build internal back-office tools, investigation dashboards, CLI tools, and support functions
Develop Python and/or Bash automation, scheduled queries, reconciliation jobs, and alert-to-ticket workflows
Own the support tooling roadmap based on toil volume and incident frequency
Communicate clearly with banking client operations and technical teams during incidents and integration investigations
Maintain known-issues logs and service-status communications
Build and maintain runbooks, MySQL query references, known-issues catalogues, onboarding materials, and architecture documentation
Lead a small global support team while handling tickets alongside two junior analysts
Mentor and develop two junior application support analysts
Run daily standups and weekly incident reviews across time zones
Define ticket triage, severity, escalation, and SLA-tracking processes
Partner with engineering and product to improve observability and supportability

Requirements

What you’ll need

8+ years in application support, platform operations, or a technical operations role with a team leadership component
MySQL proficiency, including complex queries, execution plans, slow-query diagnosis, and index behaviour
Hands-on GCP experience with Cloud Logging and Cloud Monitoring; ideally Cloud Functions or Pub/Sub
Microservice troubleshooting across 3–5 services using correlation IDs and structured logs
Python or Bash scripting experience building time-saving automation tools
Methodical incident investigation and documentation
Strong written communication for incident updates, PIRs, client communications, and runbooks
Experience building or significantly contributing to a team knowledge base or runbook library
Experience leading and mentoring a distributed support team
Familiarity with REST APIs, Grafana, Pub/Sub, Jira or equivalent ticketing systems, and production read replicas
Ability to work with regulated, SLA-bound, audit-sensitive banking clients
Prior fintech or banking experience helpful but not required
Familiarity with commercial card concepts helpful but fully trainable
Remote candidates must be located in the United States
Standard shift availability of 8–10 hours per day with some overlap with US hours

Benefits

Comp & perks

100% Remote Working Option
Structured onboarding into the product domain
Growing runbook library to support ramp-up
Standard shift of 8–10 hours per day, with some overlap with US hours