Technical Support Engineer II

About Zeta

Next-Gen Banking Tech

1700+

70%

US

EMEA

Asia

$280 million

$1.5 billion

About The Role

Product Support Engineer (PSE)

Responsibilities

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

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.
  

Equal Opportunity