Application Support Analyst – US (Remote)

Zact•Saratoga, CA

3d•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 across 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: ability to write SELECT queries with JOINs, subqueries, and WHERE clauses; ability to read query results and understand their meaning.
GCP Cloud Logging or equivalent: experience using at least one cloud log platform (CloudWatch, Splunk, Kibana, Datadog, or GCP) to investigate a real production issue.
Familiarity with microservice concepts: understanding that a user action may touch multiple backend services and knowing how to trace a request across them.
REST API literacy: understanding HTTP status codes, reading API responses, and identifying where in a request chain an error originated.
Methodical troubleshooting: ability to rule out possibilities systematically and document as you go.
Clear written communication: ability to write a calm, professional client-facing update mid-incident.
Change-control discipline: never modifying production data without explicit authorization.
Candidates must be located in the United States.

Nice To Haves

GCP-specific experience: Cloud Logging query syntax (Log Explorer), Cloud Monitoring dashboard navigation.
Familiarity with Zendesk as a support platform: using ticket views, macros, and SLA tracking.
Basic Python or Bash scripting: 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: authorisation flows, settlement, spend controls.

Responsibilities

Own the Zendesk ticket queue during US hours, triaging issues by severity, responding within SLA, and resolving or escalating with full documentation.
Handle known incident types independently 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.
Search and filter GCP Cloud Logging to find error entries, trace requests across microservice boundaries using correlation IDs, and identify where failures occur in the service chain.
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.
Check GCP monitoring dashboards and Zendesk alert channels at shift start to surface anomalies.
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.
Write clear, professional, jargon-free updates to banking client operations teams during and after incidents.
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.