Zeta 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
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.
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 such as Postman, OpenSearch, Kibana, Splunk, and Grafana.
Analyze system logs to identify root causes and implement effective resolutions for recurring or critical issues.
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.
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.
Participate in on-call rotations to ensure continuous support availability, including support outside standard business hours when required.
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.
Skills Required
- 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
- At least 1 year supporting enterprise-level SaaS or banking technology products
- Strong understanding of credit, debit, and prepaid payment cards and transaction processing workflows
- Proficiency in SQL, preferably PostgreSQL, including writing and optimizing queries
- Hands-on experience using APIs and Postman to test and troubleshoot API calls
- Experience with Kibana, ELK Stack, OpenSearch, Splunk, and Grafana for monitoring and log analysis
- Familiarity with Linux/Unix environments and command-line troubleshooting
- Strong problem-solving and analytical skills
- Excellent communication and interpersonal skills
- Customer-oriented mindset and ability to manage multiple priorities
- Willingness to participate in 24/7 on-call support rotations
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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