Build the future of banking.
About the Role:
As a Technical Support Engineer for Banking Technology, you are expected to have an overall relevant experience of at least 3+ 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 at the client site. You will investigate issues hands-on, analyzing logs, tracing events, troubleshooting APIs and querying data before escalating, and will work closely with Zeta’s 24×7 offshore support team.
Responsibilities:
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.
Configure, maintain, and troubleshoot Zeta’s product suite to support seamless client onboarding and sustained operational performance.
Manage end-to-end payment transaction workflows.
Write and execute SQL queries confidently and independently, and troubleshoot APIs. Familiarity with card processing protocols such as ISO 8583, Visa, and Mastercard is a plus.
Troubleshoot banking systems, applications, and infrastructure issues using tools such as Postman, OpenSearch, Kibana, Splunk, Grafana, and grep.
Analyze system logs to identify root causes and implement effective resolutions for recurring or critical issues.
Trace the history of a request or transaction across systems using correlation or transaction IDs and timestamps.
Distinguish error messages from exceptions, read stack traces, and identify where and why a failure occurred.
Read and navigate Grafana dashboards, understand what each dashboard monitors, and spot abnormal behavior early.
Work closely with engineering, product, and QA teams to investigate and resolve complex technical challenges.
Ensure timely escalation, clear communication, and effective knowledge sharing across teams.
When a scenario isn’t covered in the runbooks, gather the missing information from partner teams (engineering, product, database, platform and offshore support) and coordinate a resolution for the customer.
Reach out early and with context when in doubt, especially before acting on production systems or customer data.
Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and implementation manuals.
Document common issues, resolutions, and best practices to enable self-service and improve team efficiency.
Proactively evaluate and enhance operational workflows and support processes to drive efficiency and improve the customer experience.
Support on-call for production incidents whenever required, including outside standard business hours.
Customer Support & Issue Resolution
Product Configuration & Maintenance
Technical Operations & Protocol Handling
Log Analysis & Root Cause Investigation
Cross-Functional Collaboration
Documentation & Knowledge Sharing
Process Optimization & Continuous Improvement
On-Call Support
Skills:
Familiarity with Linux/Unix environments and command-line troubleshooting, including grep for searching logs.
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.
Follows runbooks and procedures precisely, double-checks before acting, and takes ownership of tasks through to resolution.
Experience & 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.
Hands-on experience in application or production support (not primarily IT infrastructure or end-user support), including working on real production incidents.
Understanding of payment cards (credit, debit, prepaid) and payment transaction processing workflows is preferred.
Strong hands-on SQL (PostgreSQL preferred); able to write and optimize queries confidently and independently, without relying on AI tools.
Solid understanding of APIs, HTTP status codes and API responses, 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.
Willing to work onsite at the client office 5 days a week and to support on-call for production incidents when required.
Skills Required
- 3 to 5 years of overall professional experience
- Hands-on experience with Postman, Kibana, Splunk, and Grafana
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Strong problem-solving and basic technical troubleshooting skills
- Excellent communication and interpersonal skills, including explaining technical concepts to non-technical individuals
- Customer-oriented mindset and commitment to high-quality customer service
- Ability to work under pressure and manage multiple priorities
- Willingness to learn and adapt to new technologies and tools
- Familiarity with ticketing systems and knowledge-base tools
- Experience in banking or payment technologies
Zeta Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zeta and has not been reviewed or approved by Zeta.
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Fair & Transparent Compensation — Pay is considered competitive for some roles and markets, with market-aligned offers in certain senior or U.S.-based positions. Overall compensation tends to be seen as fine-to-good rather than top-tier.
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Parental & Family Support — Parental leave, adoption/fertility support, and childcare coverage are part of the package. These offerings contribute to a well-rounded family support mix even if specifics vary by location.
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Wellbeing & Lifestyle Benefits — Flexible hours, paid volunteer time, public-transport incentives, concierge services, and workplace perks are highlighted. These lifestyle-oriented perks add breadth beyond core pay and health coverage.
Zeta Insights
What We Do
Founded in 2015, Zeta is a provider of next-gen credit card processing platform. Zeta’s cloud-native and fully API-enabled stack offers a comprehensive range of capabilities, including processing, issuing, lending, core banking, fraud detection, and loyalty programs. With a strong focus on technology, Zeta has over 1700+ employees and contractors, with more than 70% dedicated to technology roles. Operating across the US, UK, Middle East, and Asia, Zeta has served a global customer base of 35+ clients who have issued over 15 million cards on Zeta's platform to date. Backed by prominent investors such as Softbank Vision Fund 2 and Mastercard, Zeta has raised $280 million, at a valuation of $1.5 billion.
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