Application Support Analyst – US (Remote)

Zact Inc.•Saratoga, CA

4d•Remote

About The Position

Zact is seeking a mid-level Application Support Analyst to join their dedicated Application Support function for their GCP-hosted, microservices-based commercial card and payments platform. This role is the second US-based position on the team, working alongside a Lead Application Support Engineer. The analyst will independently handle tier-1 and tier-2 support tickets, investigate issues using GCP logs and MySQL data, and serve as a reliable point of contact during US banking hours for bank clients. This is a hands-on investigation role requiring direct interaction with log consoles and query interfaces.

Requirements

2–4 years in application support, technical support, IT operations, or a closely related role.
Solid SQL skills, including writing SELECT queries with JOINs, subqueries, and WHERE clauses, and interpreting query results.
Experience with GCP Cloud Logging or equivalent cloud log platform (CloudWatch, Splunk, Kibana, Datadog, or GCP) for investigating production issues.
Familiarity with microservice concepts and tracing requests across services.
REST API literacy, including understanding HTTP status codes and identifying error origins in a request chain.
Methodical troubleshooting skills, including systematically ruling out possibilities and documenting the process.
Clear written communication skills for professional client-facing updates.
Discipline in change control, never modifying production data without explicit authorization.

Nice To Haves

GCP-specific experience, including Cloud Logging query syntax (Log Explorer) and Cloud Monitoring dashboard navigation.
Familiarity with Zendesk as a support platform, including using ticket views, macros, and SLA tracking.
Basic Python or Bash scripting skills for log parsing, simple automation, or one-off scripts.
Experience in a regulated or compliance-sensitive environment (fintech, banking, healthcare, or telecoms).
Exposure to commercial card or payments concepts (authorization flows, settlement, spend controls).

Responsibilities

Handle day-to-day ticket handling, owning the Zendesk ticket queue during US hours, triaging issues by severity, responding within SLA, and resolving or escalating with full documentation.
Independently handle known incident types using the team’s runbook library.
Serve as the first US contact for bank client technical queries, acknowledging promptly, investigating thoroughly, and communicating clearly.
Cover the queue when the Lead is occupied with complex incidents, client escalations, or tooling work.
Investigate and triage issues by searching and filtering GCP Cloud Logging to find error entries, tracing requests across microservice boundaries using correlation IDs, and identifying failure points.
Write MySQL SELECT queries against production read replicas to investigate transaction status, card data, account records, and settlement details.
Escalate to the Lead with a structured handoff including logs reviewed, queries run, and a formed hypothesis.
Join the Lead immediately for P1/P0 incidents to contribute to the investigation.
Monitor and alert by checking GCP monitoring dashboards and Zendesk alert channels at shift start to surface anomalies before clients report them.
Track open incidents across shifts and ensure clean handoff to the India team at the end of the US day.
Flag alert noise or misconfigured thresholds to the Lead.
Communicate clearly and professionally with banking client operations teams during and after incidents, providing jargon-free updates.
Follow up on resolved tickets to confirm the fix, provide a plain-language explanation, and close cleanly.
Maintain a professional tone under pressure.
Document every new issue investigated, including symptom, logs found, queries run, and resolution or escalation path.
Contribute to and improve runbook entries after resolving incidents.
Build and share a personal MySQL query library for common investigation patterns.