{"id":1029448,"url":"https://alion.io/job/zact-senior-application-support-engineer-india-remote","title":"Senior Application Support Engineer – 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":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":{"label":"IST","utc_offset_min":5.5,"utc_offset_max":5.5},"hiring_geo_confidence":"explicit","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":12000,"max_usd":33000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":639},"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":"SLI/SLO/SLA","optional":true},{"name":"Splunk","optional":true}],"status":"live","first_seen_at":"2026-09-18T11:20:51Z","employer_posted_date":"2026-09-18","last_verified_at":"2026-10-12T02:39:38Z","board_verified":true,"closed_at":null,"days_open":23,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":23},"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 role anchors our India coverage, working alongside an existing junior analyst in India and a US-based team of a Lead ASE and a Mid Analyst.\nIndia is a significant and growing part of our banking client base - this role owns that coverage with full accountability. You will handle complex investigations, mentor the junior analyst in India, and be the senior technical presence during IST hours. You will also serve as the handoff point between India and US shifts, ensuring continuity across the global team.\nLocation\nZact is a global company with multiple locations across US, Europe and India.\nWe provide 100% Remote Working Option.\nCandidates applying for this role should be located in India.\nWhat You’ll Own\nIncident investigation & triage\nLead investigation of complex, multi-service incidents during IST hours - from first signal through to root cause, with full documentation throughout\nUse GCP Cloud Logging and Cloud Monitoring to trace failures across microservice boundaries using correlation IDs and structured log analysis\nWrite MySQL queries against production read replicas to investigate transaction status, card and account data, settlement records, and reconciliation discrepancies\nHandle tier-1 and tier-2 tickets independently; escalate to the Lead (US) with a structured, well-evidenced handoff when needed\nOwn post-incident documentation for India-hours incidents - root cause, timeline, resolution, and prevention actions\nIndia bank client coverage\nServe as the senior technical point of contact for all India bank client issues during IST hours\nWrite clear, jargon-free incident communications and status updates for bank client operations teams\nUnderstand the regulatory and compliance sensitivity of banking clients - communications must be precise, professional, and audit-safe\nMaintain awareness of India-specific client configurations, integration patterns, and known issues\nHandle follow-up and ticket closure with clients - confirm resolution, explain what happened plainly, close cleanly\nShift handoff & global coordination\nOwn the India-to-US morning handoff - produce a clear async shift note covering open incidents, anything in investigation, and anything the US team should watch\nPick up the US-to-India handoff at start of IST shift - review anything in flight, check monitoring, and brief the junior analyst\nParticipate in team standup during the overlap window\nFlag anything that needs US Lead attention before the overlap window closes\nMentoring the junior analyst\nBe the day-to-day mentor for the existing India junior analyst - pair on live investigations, review their ticket documentation, and build their confidence on tier-2 issues\nConduct regular 1:1s focused on skill development - GCP log navigation, MySQL query building, client communication\nReview runbook entries written by the junior before they are committed to the knowledge base\nEscalate concerns about junior development to the Lead; advocate for the junior’s growth within the team\nMonitoring & alerting\nReview GCP dashboards and Zendesk alert channels at start of each IST shift - surface anomalies before clients report them\nTrack open incidents during IST hours and ensure nothing is left unresolved or undocumented at shift end\nContribute to improving alert definitions - flag noisy or misleading alerts to the Lead with evidence\nDocumentation & knowledge base\nDocument every new incident type investigated during IST hours - symptom, root cause, resolution, prevention status\nWrite and improve runbook entries for IST-hours patterns and India-specific client issues\nMaintain and expand the MySQL investigation query library, shared across the global team\nContribute to onboarding documentation - your experience ramp-up becomes the next hire’s starting point\nAutomation support\nContribute to the team’s automation efforts under the Lead’s direction\nRun and validate scheduled reconciliation queries; flag anomalies in output\nTest and refine log correlation scripts; suggest improvements based on IST-hours patterns\nWrite or extend Python/Bash scripts for India-specific investigation tasks where patterns repeat\nTechnology Environment\n Cloud platform: Google Cloud Platform (GCP)\nLogs & monitoring: GCP Cloud Logging, Cloud Monitoring - primary investigation and alerting tools\nDatabase: MySQL - read-only investigation queries; strict change-control for anything beyond SELECT\nArchitecture: Microservices - REST APIs; tracing requests across service boundaries using correlation IDs\nTicketing: Zendesk - queue management, incident documentation, client communication\nScripting: Python / Bash - desirable; used for automation support and investigation tooling\nProduct domain: Commercial card programs - card issuance, payments authorisation, settlement, spend controls\nClient environment: India community and regional banks - SLA-bound, RBI-regulated context, audit-sensitive\nWhat We’re Looking For\n10+ years in application support, technical operations, platform support, or a closely related role\nMySQL proficiency - writing complex SELECT queries with JOINs, subqueries, and WHERE clauses to answer specific investigation questions; reading results confidently\nGCP Cloud Logging or equivalent - hands-on experience using a cloud log platform (GCP, CloudWatch, Splunk, Datadog, or Kibana) to investigate real production issues\nMicroservice architecture familiarity - comfortable tracing a failure across 3-5 services using correlation IDs and structured log fields\nREST API literacy - HTTP status codes, API response interpretation, tracing request chains\nExperience mentoring or guiding a junior colleague in a technical support context\nClear written communication - incident updates, PIR documentation, client-facing messages - all under pressure\nStrong change-control discipline - no production data modifications without explicit authorisation and approval\nNice to Have\nGCP-specific experience - Cloud Logging query syntax, Cloud Monitoring dashboards, Cloud Trace\nFamiliarity with Zendesk as a support platform - ticket views, SLA policies, macros\nBasic Python or Bash scripting - automation scripts, log parsing, or scheduled query jobs\nExperience in a regulated or compliance-sensitive environment - fintech, banking, healthcare, or telecoms\nFamiliarity with RBI regulatory requirements or India banking compliance context - helpful but trainable\nExposure to commercial card concepts - authorisation, settlement, BIN management, spend controls - fully trainable\nWorking Hours\nStandard shift of 8-10 hours per day, IST business hours\n~2-hour overlap with the US team at end of IST day / start of US morning\nOn-call expectations are shared across the team and structured fairly - on-call rotation design is part of the Lead’s remit and will be discussed","description_format":"text","description_chars":7280,"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":["Financial Software & Embedded Finance"],"lifecycle":[{"event":"open","at":"2026-09-18T13:14:49Z"}],"visa":[],"liveness":{"score":81,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":0.9,"age_days":21,"expected_fill_days":33,"reasons":["conf:2","velocity","win:mid","comp:attention"],"computed_at":"2026-10-10T05:45:15Z"},"pay":null,"html_url":"https://alion.io/job/zact-senior-application-support-engineer-india-remote","json_url":"https://alion.io/job/zact-senior-application-support-engineer-india-remote.json","meta":{"generated_at":"2026-10-12T04:31:56Z","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":7120,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-13T00:00:00Z"}},"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-senior-application-support-engineer-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-senior-application-support-engineer-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-senior-application-support-engineer-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-senior-application-support-engineer-india-remote\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzact-senior-application-support-engineer-india-remote"}]}