Senior Application Support Engineer – US

About Us

Zact 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.
Zact enables all parts of the company to Pay by the Rules.

About the Role

We are building out a dedicated Application Support function for our commercial card and payments platform — a GCP-hosted, microservices-based SaaS product used by banking clients. This Senior Application Support Engineer will be the technical anchor of that team, leading a team of two junior analysts.

This is an investigative, system-thinking, and automation-first role. You will own complex incident triage end-to-end, build the monitoring and alerting foundation, and systematically automate the repetitive tasks that slow support teams down. You will also be the primary technical point of contact for banking client escalations and the person who builds the knowledge infrastructure the whole team runs on.

Location

-
Zact is a global company with multiple locations across US, Europe and India.

- We provide 100% Remote Working Option.

- Candidates applying for this role should be located in the United States.

What Makes This Role Different From a Standard Support Position

You will lead the team and work the queue alongside them — this is a hands-on lead role, not a supervisory one. Beyond ticket handling, you are expected to identify patterns, eliminate root causes permanently, and help design and build the back-office tools and support functions the team needs. You will have real influence over how the product is monitored and how engineering is held accountable for supportability.

What You’ll Own

Incident leadership & triage

- Lead triage of complex, multi-service incidents — from first signal to root cause, with a documented timeline throughout

- Use GCP Cloud Logging, Cloud Monitoring, and distributed tracing to trace failures across microservice boundaries

- Write MySQL queries to investigate transaction, card, and account data issues in production read replicas — following strict change-control at all times

- Own post-incident reviews (PIRs): root cause, contributing factors, timeline, and preventive actions

- Act as the senior technical escalation for banking client issues — calm, precise, and solution-oriented

Monitoring & observability

- Design and maintain the team’s alerting strategy in GCP Cloud Monitoring — setting thresholds, reducing alert noise, and ensuring the right signals fire at the right severity

- Build and maintain dashboards (Grafana, GCP Monitoring, or equivalent) covering transaction throughput, API error rates, service latency, and MySQL query performance

- Define and track SLIs/SLOs for key product flows — payments authorisation, settlement processing, card management — and surface degradation early

- Instrument new services in partnership with engineering: ensure every new microservice ships with adequate logging, structured log fields, and correlation IDs

Back-office tooling & automation

- Help design and build the internal back-office tools and support functions the team needs to operate effectively — this is not off-the-shelf tooling configuration; it includes scoping, designing, and writing the tools from scratch where needed

- Example: an internal investigation dashboard that pulls GCP log context and MySQL transaction data for a given incident ID in one view

- Example: automated log correlation scripts that surface the root cause of a known error pattern in under 2 minutes

- Example: MySQL query templates that auto-populate with a transaction ID and return the full investigation snapshot

- Example: alert-to-ticket automation that pre-populates incident records with log context and affected service

- Write and maintain automation tooling in Python and/or Bash — scripts, schedulers, data reconciliation j