Technical Support Engineer II

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 Handling

Manage end-to-end payment transaction workflows.

Write and execute SQL queries confidently and independently, and troubleshoot APIs. Familiarity with card processing protocols such as ISO 8583, Visa, and Mastercard is a plus.

Troubleshoot banking systems, applications, and infrastructure issues using tools such as Postman, OpenSearch, Kibana, Splunk, Grafana, and grep.

Log Analysis & Root Cause Investigation

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

Trace the history of a request or transaction across systems using correlation or transaction IDs and timestamps.

Distinguish error messages from exceptions, read stack traces, and identify where and why a failure occurred.

Read and navigate Grafana dashboards, understand what each dashboard monitors, and spot abnormal behavior early.

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.

When a scenario isn’t covered in the runbooks, gather the missing information from partner teams (engineering, product, database, platform and offshore support) and coordinate a resolution for the customer.

Reach out early and with context when in doubt, especially before acting on production systems or customer data.

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.

On-Call Support

Support on-call for production incidents whenever required, including outside standard business hours.

Skills:

Familiarity with Linux/Unix environments and command-line troubleshooting, including grep for searching logs.

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.

Follows runbooks and procedures precisely, double-checks before acting, and takes ownership of tasks through to resolution.

Experience & Qualifications:

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, with at least 1+ year supporting enterprise-level SaaS or banking technology products.

Hands-on experience in application or production support (not primarily IT infrastructure or end-user support), including working on real production incidents.

Understanding of payment cards (credit, debit, prepaid) and payment transaction processing workflows is preferred.

Strong hands-on SQL (PostgreSQL preferred); able to write and optimize queries confidently and independently, without relying on AI tools.

Solid understanding of APIs, HTTP status codes and API responses, with 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.

Willing to work onsite at the client office 5 days a week and to support on-call for production incidents when required.