Senior Application Support Engineer – India (Remote)

About Us Zact is a Fintech innovator dedicated to a singular idea : Organizations need simpler expense and payment management systems that align the spending employee with finance and accounting while providing inherent guardrails and continuous reconciliation with financial systems. Zact enables all parts of the company to Pay by the Rules. About the Role We are building out a dedicated Application Support function for our GCP-hosted, microservices-based commercial card and payments platform. This role anchors our India coverage, working alongside an existing junior analyst in India and a US-based team of a Lead ASE and a Mid Analyst. India is a significant and growing part of our banking client base — this role owns that coverage with full accountability. You will handle complex investigations, mentor the junior analyst in India, and be the senior technical presence during IST hours. You will also serve as the handoff point between India and US shifts, ensuring continuity across the global team. Location Zact is a global company with multiple locations across US, Europe and India. We provide 100% Remote Working Option. Candidates applying for this role should be located in India. What You’ll Own Incident investigation & triage Lead investigation of complex, multi-service incidents during IST hours — from first signal through to root cause, with full documentation throughout Use GCP Cloud Logging and Cloud Monitoring to trace failures across microservice boundaries using correlation IDs and structured log analysis Write MySQL queries against production read replicas to investigate transaction status, card and account data, settlement records, and reconciliation discrepancies Handle tier-1 and tier-2 tickets independently; escalate to the Lead (US) with a structured, well-evidenced handoff when needed Own post-incident documentation for India-hours incidents — root cause, timeline, resolution, and prevention actions India bank client coverage Serve as the senior technical point of contact for all India bank client issues during IST hours Write clear, jargon-free incident communications and status updates for bank client operations teams Understand the regulatory and compliance sensitivity of banking clients — communications must be precise, professional, and audit-safe Maintain awareness of India-specific client configurations, integration patterns, and known issues Handle follow-up and ticket closure with clients — confirm resolution, explain what happened plainly, close cleanly Shift handoff & global coordination Own the India-to-US morning handoff — produce a clear async shift note covering open incidents, anything in investigation, and anything the US team should watch Pick up the US-to-India handoff at start of IST shift — review anything in flight, check monitoring, and brief the junior analyst Participate in team standup during the overlap window Flag anything that needs US Lead…