Senior Application Support Engineer – India (Remote)

About the role

Location

• The role offers a 100% remote working option.
• Candidates should be located in India.

Incident investigation and client coverage

• Lead complex multi-service incident investigations from first signal through root cause, with complete documentation.
• Use GCP Cloud Logging and Cloud Monitoring, correlation IDs, and structured logs to trace failures.
• Write MySQL queries against production read replicas to investigate transaction, card, account, settlement, and reconciliation issues.
• Handle tier-1 and tier-2 tickets independently and provide evidence-based handoffs to the US Lead.
• Act as senior technical contact for India bank clients and provide precise, audit-safe incident communications.
• Maintain awareness of India-specific client configurations, integration patterns, and known issues.

Coordination, mentoring, and operations

• Produce India-to-US shift notes covering open incidents, investigations, and risks for the US team.
• Review US-to-India handoffs, check monitoring, brief the junior analyst, and participate in overlap standups.
• Mentor the junior analyst through pairing, ticket reviews, 1:1 development discussions, and runbook reviews.
• Review dashboards and Zendesk alert channels, track incidents, and identify noisy or misleading alerts.
• Document new incident types, improve runbooks and investigation query libraries, and contribute to onboarding documentation.
• Run reconciliation queries, test log-correlation scripts, and extend Python or Bash investigation scripts where patterns repeat.

Technology environment

• Primary cloud platform and investigation tools are GCP, Cloud Logging, and Cloud Monitoring.
• MySQL is used for read-only investigation queries; changes beyond SELECT require strict change control.
• The platform uses microservices and REST APIs, with requests traced using correlation IDs.
• Zendesk is used for queue management, incident documentation, and client communication.
• Python and Bash are desirable for automation and investigation tooling.
• The product domain includes commercial card issuance, payment authorization, settlement, and spend controls.

Required qualifications

• 10+ years in application support, technical operations, platform support, or a closely related role.
• Complex MySQL SELECT query proficiency, including JOINs, subqueries, WHERE clauses, and confident result interpretation.
• Hands-on cloud log-platform experience investigating real production issues.
• Ability to trace failures across 3–5 microservices using correlation IDs and structured log fields.
• REST API literacy and experience mentoring a junior support colleague.
• Clear incident and client communication under pressure and strong change-control discipline.

Nice to have

• GCP-specific Cloud Logging, Cloud Monitoring, or Cloud Trace experience.
• Zendesk familiarity and basic Python or Bash scripting experience.
• Experience in regulated or compliance-sensitive sectors such as fintech, banking, healthcare, or telecoms.
• Familiarity with RBI requirements, India banking compliance, or commercial card concepts is helpful.

Working hours

• Work an 8–10 hour standard shift during IST business hours.
• Maintain approximately two hours of overlap with the US team at the end of the IST day.
• Participate in a shared on-call rotation.