Technical Support Engineer II

Job Summary

As a Technical Support Engineer for Banking Technology, you are expected to have an overall relevant experience of at least 3+ years (with at least 1 year of relevant work experience in enterprise products in a B2B banking technology company).

Zeta is an Enterprise Saas Platform comprising 100+ externally consumable APIs, 10+ Customer-facing interfaces and multiple Data Extracts with more and more functionality getting added every month in a fast-paced environment. As a Technical Support Engineer for Banking Technology, you will be responsible for providing technical support and expertise to address issues and ensure the smooth operation of banking systems and technologies.

You will play a crucial role in providing front-line technical support to customers and internal stakeholders. Your primary responsibility will be to handle and resolve basic technical issues related to banking systems, applications, and infrastructure.

Responsibilities

Customer Support Issue Resolution

• 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.

Product Configuration Maintenance

• Configure, maintain, and troubleshoot Zeta s product suite to support seamless client onboarding and sustained operational performance.

Technical Operations Protocol Handlin

• 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 such as Postman, OpenSearch, Kibana, Splunk, and Grafana.

Log Analysis Root Cause Investigation

• Analyze system logs to identify root causes and implement effective resolutions for recurring or critical issues.

Cross-Functional Collaboration

• Work closely with engineering, product, and QA teams to investigate and resolve complex technical challenges.
• Ensure timely escalation, clear communication, and effective knowledge sharing across teams.

Documentation Knowledge Sharing

• Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and implementation manuals.
• Document common issues, resolutions, and best practices to enable self-service and improve team efficiency.

Process Optimization Continuous Improvement

• Proactively evaluate and enhance operational workflows and support processes to drive efficiency and improve the customer experience.

24/7 Support Coverage

• Participate in on-call rotations to ensure continuous support availability, including support outside standard business hours when required.

Skills

• Familiarity with Linux/Unix environments and command-line troubleshooting.
• Strong problem-solving and analytical skills; ability to diagnose and resolve complex technical issues independently.
• Excellent communication and interpersonal skills, with the 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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.