{"id":3195868,"url":"https://alion.io/job/zact-application-support-analyst-india-remote","title":"Application Support Analyst – India (Remote)","company":{"id":692410,"name":"Zact","domain":"zact.com","url":"https://alion.io/company/zact","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GCP","optional":false},{"name":"MySQL","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"Amazon CloudWatch","optional":true},{"name":"Datadog","optional":true},{"name":"Kibana","optional":true},{"name":"Splunk","optional":true},{"name":"SQL","optional":true}],"status":"live","first_seen_at":"2026-10-24T04:14:56Z","employer_posted_date":"2026-10-24","last_verified_at":"2026-10-26T21:28:57Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"About Us\nZact 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.\nZact enables all parts of the company to Pay by the Rules.\nAbout the Role\nWe are building out a dedicated Application Support function for our GCP-hosted, microservices-based commercial card and payments platform. This mid-level analyst is the second US seat on the team, working alongside a Lead Application Support Engineer who anchors the function.\nYou will handle tier-1 and tier-2 support tickets independently, investigate issues across GCP logs and MySQL data, and be a reliable presence during US banking hours for our bank clients. This is a hands-on investigation role - you will spend real time in log consoles and query interfaces, not just routing tickets.\nLocation\nZact is a global company with multiple locations across US, Europe and India.\nWe provide 100% Remote option.\nCandidates applying for this role should be located in India.\nWhat You’ll Do\nDay-to-day ticket handling\nOwn the Zendesk ticket queue during US hours - triage incoming issues by severity, respond within SLA, and resolve or escalate with full documentation\nHandle known incident types independently using the team’s runbook library - no need to escalate for established patterns\nBe the first US contact for bank client technical queries - acknowledge promptly, investigate thoroughly, communicate clearly\nCover the queue when the Lead is occupied with complex incidents, client escalations, or tooling work\nInvestigation & triage\nSearch and filter GCP Cloud Logging to find error entries, trace requests across microservice boundaries using correlation IDs, and identify where failures occur in the service chain\nWrite MySQL SELECT queries against production read replicas to investigate transaction status, card data, account records, and settlement details\nEscalate to the Lead with a structured handoff - logs reviewed, queries run, hypothesis formed, nothing left vague\nFor P1/P0 incidents, join the Lead immediately - contribute to the investigation rather than waiting for direction\nMonitoring & alerting\nCheck GCP monitoring dashboards and Zendesk alert channels at shift start - surface anything anomalous before clients report it\nTrack open incidents across shifts and ensure clean handoff to the India team at end of US day\nFlag alert noise or misconfigured thresholds to the Lead - you are on the front line and will notice signal problems first\nClient communication\nWrite clear, professional, jargon-free updates to banking client operations teams during and after incidents\nFollow up on resolved tickets - confirm the fix, provide a plain-language explanation, close cleanly\nMaintain a professional tone under pressure; bank clients operate in regulated, audit-sensitive environments\nDocumentation & knowledge base\nDocument every new issue investigated - symptom, logs found, queries run, resolution or escalation path\nContribute to and improve runbook entries after resolving incidents\nBuild and share a personal MySQL query library for common investigation patterns\nTechnology Environment\nCloud platform: Google Cloud Platform (GCP)\nLogs & monitoring: GCP Cloud Logging, Cloud Monitoring - primary investigation tools\nDatabase: MySQL - read-only investigation queries (SELECT only; strict change-control for anything else)\nArchitecture: Microservices - REST APIs; tracing requests across services using correlation IDs\nTicketing: Zendesk - managing your queue, documenting investigations, client communication\nScripting: Python / Bash - desirable; the Lead will help you grow here if needed\nProduct domain: Commercial card programs - card issuance, payments authorisation, settlement, spend controls\nClient environment: US community and regional banks - SLA-bound, audit-sensitive, regulated\nWhat We’re Looking For\n2-4 years in application support, technical support, IT operations, or a closely related role\nStrong SQL - you must be able to write SELECT queries with JOINs, subqueries, and WHERE clauses without templates; you read query results and know what to look for\nGCP Cloud Logging or equivalent - you have used at least one cloud log platform (CloudWatch, Splunk, Kibana, Datadog, or GCP) to investigate a real production issue\nFamiliarity with microservice concepts - you understand that a user action may touch multiple backend services and know how to trace a request across them\nREST API literacy - HTTP status codes, reading API responses, identifying where in a request chain an error originated\nMethodical troubleshooting - you rule out possibilities systematically and document as you go\nClear written communication - you can write a calm, professional client-facing update mid-incident\nChange-control discipline - you never modify production data without explicit authorization\nNice to Have\nGCP-specific experience - Cloud Logging query syntax (Log Explorer), Cloud Monitoring dashboard navigation\nFamiliarity with Zendesk as a support platform - using ticket views, macros, and SLA tracking\nBasic Python or Bash scripting - log parsing, simple automation, or one-off scripts count\nExperience in a regulated or compliance-sensitive environment - fintech, banking, healthcare, or telecoms\nExposure to commercial card or payments concepts - authorisation flows, settlement, spend controls - helpful but fully trainable\nWorking Hours\nStandard shift of 8-10 hours per day, US business hours (Eastern or Central preferred for bank client coverage)\n2-hours overlap with India team at start of US day - used for handoff, standups, and any incidents in flight\nOn-call at this level is minimal","description_format":"text","description_chars":5789,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cards & Card Issuing","Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-10-24T04:51:54Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":36,"reasons":["conf:3","velocity","win:early","comp:attention"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/zact-application-support-analyst-india-remote","json_url":"https://alion.io/job/zact-application-support-analyst-india-remote.json","meta":{"generated_at":"2026-10-26T22:11:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":29989,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":692410},"rest":"https://alion.io/mcp/rest/get_company?id=692410"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzact-application-support-analyst-india-remote"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzact-application-support-analyst-india-remote"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzact-application-support-analyst-india-remote"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zact-application-support-analyst-india-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzact-application-support-analyst-india-remote"}]}