Technical Support Engineer 2
Zeta
Technical Support Engineer 2
Zeta
Cloud-native payment card issuer platform
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
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.
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
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.
Zeta provides cloud-native, API-connected payment card issuer processing platforms for banks, financial institutions, and fintechs. Its core product, Omni Stack, lets clients launch and manage digital credit, debit, and prepaid card programs through integrated APIs and cloud services. Transactions and card program management are handled via the platform, often with managed services and partner integrations (e.g., Sparrow) to offer comprehensive payment solutions. The company differentiates itself with a fully cloud-native, API-first approach combined with strong regulatory compliance (ISO IEC 27001, PCI DSS 4.0, SOC 2 Type 2), enabling rapid deployment and secure operation of embedded banking and payments. Zeta’s goal is to accelerate the world toward invisible payments by rethinking payment systems from core to edge.
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