Application Support Engineer
RemoteFull-time2–4 yrsPosted 1 week ago
Mid-level IT support role at Zact. Needs 2–4 years. Remote.
About the role
This mid-level analyst is the second US seat on the team, working alongside a Lead Application Support Engineer who anchors the function. You will handle tier-1 and tier-2 support tickets independently, investigate issues across GCP logs and MySQL data, and be a reliable presence during US banking hours for our bank clients.
What you'll do
- Own the Zendesk ticket queue during US hours — triage incoming issues by severity, respond within SLA, and resolve or escalate with full documentation
- Handle known incident types independently using the team’s runbook library — no need to escalate for established patterns
- Be the first US contact for bank client technical queries — acknowledge promptly, investigate thoroughly, communicate 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
What you need
- Troubleshooting
- GCP
- SQL
- Microservices
- REST APIs
- Splunk
Good to have
- Python
- Bash
- VBA
- Shell scripting
- Datadog
- Zendesk