Application Support Engineer

Zact·Remote

Pay not stated2–4 yrsFull-timeRemote

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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

2–4 yrs of experience
Troubleshooting
GCP
SQL
Microservices
REST APIs
Splunk
Any graduate

Good to have

Python
Bash
VBA
Shell scripting
Datadog
Zendesk

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