About Us

Zact is a Fintech innovator dedicated to a singular idea: Organizations need simpler expense and payment management systems that align the spending employee with finance and accounting while providing inherent guardrails and continuous reconciliation with financial systems. Zact enables all parts of the company to Pay by the Rules.

About the Role

We are building out a dedicated Application Support function for our commercial card and payments platform — a GCP-hosted, microservices-based SaaS product used by banking clients. This Senior Application Support Engineer will be the technical anchor of that team, leading a team of two junior analysts.

This is an investigative, system-thinking, and automation-first role. You will own complex incident triage end-to-end, build the monitoring and alerting foundation, and systematically automate the repetitive tasks that slow support teams down. You will also be the primary technical point of contact for banking client escalations and the person who builds the knowledge infrastructure the whole team runs on.

Location

Zact is a global company with multiple locations across US, Europe and India. We provide 100% Remote Working Option. Candidates applying for this role should be located in the United States.

What Makes This Role Different From a Standard Support Position

You will lead the team and work the queue alongside them — this is a hands-on lead role, not a supervisory one. Beyond ticket handling, you are expected to identify patterns, eliminate root causes permanently, and help design and build the back-office tools and support functions the team needs. You will have real influence over how the product is monitored and how engineering is held accountable for supportability.

What You’ll Own

• Incident leadership & triage: Lead triage of complex, multi-service incidents — from first signal to root cause, with a documented timeline throughout.
• Monitoring & observability: Design and maintain the team’s alerting strategy in GCP Cloud Monitoring — setting thresholds, reducing alert noise, and ensuring the right signals fire at the right severity.
• Back-office tooling & automation: Help design and build the internal back-office tools and support functions the team needs to operate effectively.
• Client technical support: Serve as the senior technical point of contact for all customer-facing product issues that escalate beyond first-line resolution.
• Documentation & knowledge management: Build and own the team’s runbook library — step-by-step investigation procedures for every known failure pattern across the product suite.
• Team leadership — hands-on: Lead a small, global support team — you are a working lead, not a manager removed from the queue; you will handle tickets alongside the analysts based on volume and complexity.

Technology Environment

Cloud platform: Google Cloud Platform (GCP). Log & monitoring: GCP Cloud Logging, Cloud Monitoring, Pub/Sub; Grafana. Database: MySQL — production read replicas for investigation; strict change-control for any writes. Architecture: Microservices — REST APIs with correlation ID tracing across service boundaries. Scripting & automation: Python (primary), Bash — for tooling, automation, and log parsing. Ticketing: Internal ticketing system (Jira or equivalent). Product domain: Commercial card programs — card issuance, authorization, settlement, spend controls, reporting. Client environment: Banking clients (community and regional banks) — regulated, SLA-bound, audit-sensitive.

What We’re Looking For

8+ years in application support, platform operations, or a technical operations role with a team leadership component. MySQL proficiency — writing complex queries, reading execution plans, diagnosing slow queries, understanding index behaviour. GCP experience — hands-on with Cloud Logging (log queries, log-based metrics), Cloud Monitoring (alerting policies, uptime checks), and ideally Cloud Functions or Pub/Sub. Microservice troubleshooting — comfortable tracing a failure across 3–5 services using correlation IDs and structured logs. Python or Bash scripting — you have written automation tools that saved real time, not just one-off scripts. Methodical incident investigation — you document as you go, form hypotheses, test them, and do not guess. Strong written communication — incident updates, PIRs, client communications, and runbooks are all part of your normal output. Experience building or significantly contributing to a team knowledge base or runbook library.

Nice to Have

Experience with distributed tracing tools — Cloud Trace, Jaeger, Zipkin, or equivalent. Grafana dashboard authoring. Exposure to SRE practices: SLO definition, error budgets, toil reduction. Familiarity with GCP Cloud Functions, Cloud Scheduler, or Workflows for automation. Experience administering Zendesk — configuring ticket views, SLA policies, macros, triggers, automations, and reporting; familiarity with Zendesk API or webhook integrations is a bonus. Background in a regulated or compliance-sensitive environment — fintech, banking, healthcare, or telecoms. Familiarity with commercial card concepts (authorisation flows, settlement, BIN management, spend controls) — helpful but fully trainable.

Note on Domain Experience

Prior fintech or banking experience is helpful but not a requirement. What matters is depth in GCP, MySQL, and microservice troubleshooting — and the instinct to automate. We provide structured onboarding into the product domain and a growing runbook library to support ramp-up.

Working Hours & Expectations

Standard shift of 8–10 hours per day, with some overlap with US hours. Remote-friendly; in-person collaboration expectations to be discussed by region.