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 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.

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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:

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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.

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