Application Support Analyst

• Own the Zendesk ticket queue during US hours; triage issues by severity, respond within SLA, and resolve or escalate with full documentation
• Handle known incident types independently using runbooks
• Serve as the first technical contact for bank client queries
• Cover the queue when the Lead handles complex incidents, client escalations, or tooling work
• Investigate GCP Cloud Logging entries and trace requests across microservice boundaries using correlation IDs
• Write MySQL SELECT queries against production read replicas to investigate transactions, card data, accounts, and settlements
• Escalate to the Lead with structured handoffs containing logs reviewed, queries run, and hypotheses
• Join the Lead immediately for P1/P0 incidents and contribute to investigations
• Check GCP monitoring dashboards and Zendesk alert channels at shift start
• Track incidents across shifts and ensure clean handoff to the India team
• Flag alert noise or misconfigured thresholds
• Write clear updates to banking client operations teams during and after incidents
• Follow up on resolved tickets and close them cleanly
• Document every investigated issue and improve runbooks
• Build and share a personal MySQL query library

• 2–4 years in application support, technical support, IT operations, or a closely related role
• Strong SQL; ability to write SELECT queries with JOINs, subqueries, and WHERE clauses without templates
• Experience using at least one cloud log platform such as CloudWatch, Splunk, Kibana, Datadog, or GCP to investigate a real production issue
• Familiarity with microservice concepts and tracing requests across services
• REST API literacy, including HTTP status codes and reading API responses
• Methodical troubleshooting and documentation
• Clear written communication for client-facing updates
• Change-control discipline; never modify production data without explicit authorization
• GCP-specific experience is nice to have
• Familiarity with Zendesk is nice to have
• Basic Python or Bash scripting is nice to have
• Experience in a regulated or compliance-sensitive environment is nice to have
• Exposure to commercial card or payments concepts is nice to have
• Candidates should be located in India

• 100% Remote option
• Standard shift of 8–10 hours per day during US business hours
• Minimal on-call at this level
• 2-hours overlap with India team at start of US day for handoff, standups, and incidents in flight