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:

- About the Role: As a Technical Support Engineer II for Banking Technology, you are expected to have an overall relevant experience of at least 2.6+ years (with at least 1 year of relevant work experience in enterprise products in a B2B banking technology company).
- Zeta Tachyon is an Enterprise Saas Platform comprising 100+ externally consumable APIs, 10+ Customer-facing interfaces and multiple Data Extracts with more and more functionality getting added every month in a fast-paced environment. As a Technical Support Engineer for Banking Technology, you will be responsible for providing technical support and expertise to address issues and ensure the smooth operation of banking systems and technologies.
- You will play a crucial role in providing front-line technical support to customers and internal stakeholders. Your primary responsibility will be to handle and resolve basic technical issues related to banking systems, applications, and infrastructure.

Responsibilities:

- Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success
- Customer Support: Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner.Ensure a high level of customer satisfaction through effective communication and problem resolution.
- Incident Management: Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact. Log and track all customer interactions, activities, and resolutions accurately in the ticketing system.
- Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure. Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or escalate to higher-level support teams when necessary.
- Documentation and Knowledge Sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their resolutions, and best practices to facilitate self-service for customers and improve overall efficiency.
- Escalation Management: Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, providing detailed information and following escalation procedures. Collaborate with higher-level support teams to ensure prompt and effective resolution of customer issues.
- Collaboration and Communication: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers.
- Compliance and Security: Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information

Skills:

- Adaptability and Learning: Embracing change, quickly acquiring new skills, and effectively applying them to support customer needs indicate success in a rapidly evolving technical support environment
- Strong problem-solving skills and ability to troubleshoot basic technical issues independently
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals
- Customer-oriented mindset with a focus on delivering high-quality customer service.
- Familiarity with ticketing systems and knowledge base tools is a plus
- Ability to work under pressure in a fast-paced environment and manage multiple priorities effectively
- Willingness to learn and adapt to new technologies and tools in the banking technology domain

Experience and Qualifications:

- Engineer (preferably IT . Comp Sci)
- An overall experience of 2.6 + Yearsin banking technology
- Experience of 1+ years in hands-on Technical Support for Enterprise Products
- Prior experience in tools like JIRA, POSTMAN Kibana Splunk Grafana is required
- Experience in Banking /payment technologies is a plus