Zeta

Technical Support Engineer II

Zeta

full-time

Posted on:

Origin:  • 🇮🇳 India

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Job Level

Mid-LevelSenior

Tech Stack

CloudGrafanaLinuxPostgresSplunkSQLUnix

About the role

  • Act as the primary technical contact for customer issues, delivering prompt, courteous, and professional support via email, phone, and ticketing systems.
  • Monitor, triage, and prioritize incoming support requests based on urgency and business impact, ensuring timely resolution and high customer satisfaction.
  • Configure, maintain, and troubleshoot Zeta’s product suite to support seamless client onboarding and sustained operational performance.
  • Manage end-to-end payment transaction workflows, execute SQL queries, and work with APIs and card processing protocols including ISO 8583, Visa, Mastercard, and RuPay.
  • Troubleshoot banking systems, applications, and infrastructure issues using tools like Postman, OpenSearch, Kibana, Splunk, and Grafana.
  • Analyze logs to identify root causes and implement effective resolutions for recurring or critical issues.
  • Work closely with engineering, product, and QA teams to investigate and resolve complex technical challenges, ensuring timely escalation and knowledge sharing.
  • Contribute to the development and maintenance of technical documentation, including knowledge base articles, troubleshooting guides, and implementation manuals.
  • Proactively evaluate and improve operational workflows and support processes to drive efficiency and customer experience improvements.
  • Participate in on-call rotations to ensure continuous support availability, including outside standard business hours as needed.

Requirements

  • Bachelor’s degree in Computer Science, Information Technology, Electronics Engineering, or a related technical field.
  • 3+ years of overall experience in technical support or product operations.
  • At least 1+ year supporting enterprise-level SaaS or banking technology products.
  • Strong understanding of payment cards (credit, debit, prepaid) and payment transaction processing workflows.
  • Proficiency in SQL (PostgreSQL preferred); ability to write and optimize queries.
  • Solid understanding of APIs and hands-on experience using Postman to test and troubleshoot API calls.
  • Experience working with monitoring and log analysis tools such as Kibana (ELK stack), OpenSearch, Splunk, and Grafana.
  • Familiarity with Linux/Unix environments and command-line troubleshooting.
  • Experience with payment transaction protocols including ISO 8583, Visa, Mastercard, and RuPay.
  • Strong problem-solving and analytical skills; ability to diagnose and resolve complex technical issues independently.
  • Excellent communication and interpersonal skills; ability to explain technical concepts to non-technical stakeholders.
  • Customer-oriented mindset with a focus on delivering high-quality support and building trusted relationships.
  • Ability to manage multiple priorities effectively in a fast-paced, dynamic environment.
  • Willingness to learn new technologies and adapt quickly to evolving product and business requirements.