Application Support Analyst

Accountabilities

Application support and ticket management
Manage the Zendesk support queue during U.S. business hours, prioritizing incoming tickets according to severity, responding within established service-level agreements (SLAs), and resolving or escalating issues with complete documentation.
Independently investigate and resolve recurring incidents using established runbooks, troubleshooting procedures, and documented solutions.
Serve as an initial technical contact for banking clients, acknowledging requests promptly, investigating reported issues, and providing clear updates throughout the resolution process.
Provide queue coverage when senior engineers are handling complex incidents, client escalations, or technical improvement initiatives.
Technical investigation and troubleshooting
Analyze application logs using GCP Cloud Logging or equivalent observability tools to identify errors, trace requests across microservices, and determine where failures occur.
Write and execute MySQL SELECT queries against production read replicas to investigate transaction statuses, card records, account information, settlement details, and other relevant application data.
Trace REST API requests across interconnected services using correlation IDs, HTTP status codes, and response data to isolate the source of application issues.
Prepare structured escalations that summarize the investigation performed, relevant logs and query results, suspected root causes, and outstanding questions.
Participate actively in critical P1/P0 incident investigations alongside senior engineers, contributing technical findings and supporting timely resolution.
Monitoring and incident coordination
Review cloud monitoring dashboards, application logs, and support alerts at the beginning of each shift to identify anomalies before they affect clients.
Track open incidents, monitor their progress, and ensure complete handoffs between the U.S.-aligned support function and the India team.
Identify noisy alerts, potentially misconfigured monitoring thresholds, and recurring operational issues, escalating improvement opportunities to the appropriate technical lead.
Follow established incident management procedures and maintain accurate records of incident status, investigation steps, and resolution progress.
Client communication and documentation
Provide clear, professional, and accessible incident updates to banking client operations teams, avoiding unnecessary technical jargon while communicating relevant findings.
Follow up on resolved tickets to confirm the outcome, explain the resolution, and ensure appropriate closure.
Document each investigated issue, including symptoms, diagnostic findings, queries executed, resolution steps, and escalation paths.
Improve existing runbooks and contribute new troubleshooting guidance based on real incident experience.
Develop and maintain a reusable library of MySQL queries for common support investigations.
Follow strict production change-control procedures, ensuring that any modification beyond authorized read-only investigation is appropriately approved.
Requirements
Professional experience: 2–4 years of experience in application support, technical support, IT operations, production support, or a closely related technical role.
SQL proficiency: Strong hands-on SQL skills, including the ability to independently write SELECT queries using JOINs, subqueries, and WHERE clauses, interpret results, and investigate production issues.
Cloud logging and monitoring: Experience using at least one cloud logging or observability platform, such as Google Cloud Logging, AWS CloudWatch, Splunk, Kibana, or Datadog, to investigate real production incidents.
Cloud platform knowledge: Familiarity with cloud environments and application monitoring. Experience with GCP Cloud Logging, Log Explorer, and Cloud Monitoring dashboards is an advantage.
Microservices architecture: Understanding of how requests move across multiple backend services and how to trace failures across service boundaries using correlation IDs and related diagnostic information.
REST API knowledge: Familiarity with HTTP status codes, API responses, request flows, and common integration issues, with the ability to identify where an error originates.
Systematic troubleshooting: Strong analytical and problem-solving skills, with a methodical approach to isolating causes, testing hypotheses, documenting findings, and determining when escalation is necessary.
Ticketing and incident management: Familiarity with support ticketing systems, incident prioritization, SLA tracking, and structured documentation. Experience with Zendesk, including ticket views and macros, is preferred.
Scripting skills: Basic knowledge of Python or Bash is desirable, particularly for log parsing, simple automation, and repetitive troubleshooting tasks.
Security and change control: A strong understanding of production support discipline, data protection, and controlled access, with the ability to follow authorization procedures and avoid unapproved production changes.
Communication skills: Excellent written and verbal English communication, including the ability to provide calm, concise, and professional client-facing updates during incidents.
Regulated environments: Experience in fintech, banking, healthcare, telecommunications, or another compliance-sensitive industry is an advantage.
Payments knowledge: Exposure to commercial card programs, payment authorization, settlement processes, or spend controls is beneficial, although domain-specific knowledge can be developed on the job.
Time management: Ability to manage competing support requests, prioritize incidents effectively, maintain accurate records, and work independently in a remote environment.
Schedule flexibility: Willingness to work an 8–10-hour shift aligned with U.S. business hours, preferably Eastern or Central Time, with approximately two hours of overlap with the India team at the start of the U.S. workday.
Benefits
Fully remote work: Work remotely from India without a daily office commute.
Full-time employment: Join a dedicated application support function within a global technology environment.
International collaboration: Work with senior engineers, technical teams, and banking clients across different regions.
Hands-on technical experience: Develop practical expertise in GCP, cloud monitoring, MySQL, REST APIs, and microservices troubleshooting.
Professional development: Strengthen production support, incident investigation, SQL, and cloud operations skills through real-world technical challenges.
Mentorship and learning: Receive guidance from a senior application support engineer, with opportunities to develop scripting and automation skills.
Exposure to financial technology: Gain experience supporting commercial card programs, payment authorization, settlements, and spend management workflows.
Structured working environment: Follow established runbooks, ticketing processes, monitoring procedures, and incident management practices.
Predictable support responsibilities: Work within a defined U.S.-aligned shift, with approximately two hours of overlap with the India team for handoffs and incident coordination.
Minimal on-call requirements: The role specifies that on-call responsibilities at this level are minimal.
Meaningful operational impact: Help maintain reliable payment services and provide responsive technical support to banking clients.