Technical Support Engineer II

Job Description

About Zeta

Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.

Our flagship processing platform - Zeta Tachyon - is the industry's first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.

Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.

Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.

Learn more @ www.zeta.tech, careers.zeta.tech, Linkedin, Twitter

About the Role:

As a Product Support Engineer (PSE) at Zeta, you will be a trusted technical advisor to our banking and fintech customers. You will provide frontline support, manage complex operational workflows, and help maintain the smooth functioning of mission-critical payment and banking systems.

This is a hands-on, cross-functional role requiring deep technical expertise, problem-solving acumen, and a customer-first mindset.

Responsibilities:

- Customer 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, 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 like Postman, OpenSearch, Kibana, Splunk, and Grafana.

- Log Analysis & Root Cause Investigation
- Analyze 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, ensuring timely escalation and knowledge sharing.

- Documentation & Knowledge Sharing
- Contribute to the development and maintenance of technical documentation, including knowledge base articles, troubleshooting guides, and implementation manuals.
- Document common issues, resolutions, and best practices to empower self-service and enhance team efficiency.

- Process Optimization & Continuous Improvement
- Proactively evaluate and improve operational workflows and support processes to drive efficiency and customer experience improvements.

- 24/7 Support Coverage
- Participate in on-call rotations to ensure continuous support availability, including outside standard business hours as needed.

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.

Experience and 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.
- Strong understanding of payment cards (credit, debit, prepaid) and payment transaction processing workflows.
- Proficiency in SQL (PostgreSQL preferred); ability to write and optimize queries.
- Solid understanding of APIs, 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.

Equal Opportunity:

Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success