Technical Support Engineer

Zeta Ltd, Llp•Basking Ridge, NJ

25d

About The Position

About Zeta Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015. Our flagship processing platform - Zeta Tachyon - is the industry's first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally. Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios. Zeta has over 1700+ employees - with over 70% roles in R D - across locations in the US , EMEA , and Asia . We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021. Learn more @ www.zeta.tech , careers.zeta.tech , Linkedin , Twitter

Requirements

Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success
Adaptability and Learning: Embracing change, quickly acquiring new skills, and effectively applying them to support customer needs indicate success in a rapidly evolving technical support environment
Strong problem-solving skills and ability to troubleshoot basic technical issues independently
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals
Customer-oriented mindset with a focus on delivering high-quality customer service.
Familiarity with ticketing systems and knowledge base tools is a plus
Ability to work under pressure in a fast-paced environment and manage multiple priorities effectively
Willingness to learn and adapt to new technologies and tools in the banking technology domain
An overall experience of 3+ Years
Prior experience in tools like POSTMAN ; Kibana ; Splunk ; Grafana is required
Engineer (preferably IT . Comp Sci)

Nice To Haves

Experience in Banking /payment technologies is a plus

Responsibilities

Customer Support: Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner. Ensure a high level of customer satisfaction through effective communication and problem resolution.
Incident Management: Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact. Log and track all customer interactions, activities, and resolutions accurately in the ticketing system.
Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure. Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or escalate to higher-level support teams when necessary.
Documentation and Knowledge Sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their resolutions, and best practices to facilitate self-service for customers and improve overall efficiency.
Escalation Management: Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, providing detailed information and following escalation procedures. Collaborate with higher-level support teams to ensure prompt and effective resolution of customer issues.
Collaboration and Communication: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers.
Compliance and Security: Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information

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