Technical Support Engineer II

About Zeta

Product Support Engineer (PSE)

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 Zetas 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. 
• Analyze 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, ensuring timely escalation and 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. 
• 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:

• Bachelors 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.