Technical Support Engineer II

About Us   Build the future of banking. Zeta is a next-generation banking technology company providing cloud-native, fully stackable processing and core banking platforms for issuers. With a focus on scalability, compliance, and innovation, Zeta empowers financial institutions to modernize their technology infrastructure and deliver secure, seamless digital banking experiences.    Our impact runs at real-world scale. Today, over 25 million cards are live on Zeta-powered platforms across 7 countries, supported by a passionate team of 1,700+ Zetanauts across India, the US, EMEA, and Asia. Backed by SoftBank Vision Fund, Mastercard, and other reputed strategic investors, we reached a valuation of $2 billion in 2025.   Our focus is on establishing product lines that focus on key outcomes by addressing real customer pain points, modernizing legacy systems, and strengthening core fundamentals. As a result, our systems and platforms support a wide range of banking and payments capabilities, including: 1. Tachyon, our cloud-native banking stack built for population-scale systems 2. Cipher, our unified authentication platform for secure, high-volume banking environments 3. Digital Credit as a Service, enabling banks to launch credit lines on UPI 4. Elena, our intelligent and conversational AI platform for banking. 5. Pixel, India’s first digital-native credit card, launched in partnership with HDFC Bank, for whom we also revamped their PayZapp mobile app: Winner of the Celent Model Bank Award for Payments Innovation 2024. 6. Sparrow, the leading card experience for non-prime cardholders in the US …and more across cards, payments, lending, and core banking.   We are an engineering-first organization that values ownership, bias for action, and long-term thinking. Together, we solve some of the hardest problems in banking tech. Our culture is built around trust, collaboration, and creating the conditions for you to drive impact proportionate to your potential. Reinforcing our commitment to creating an inclusive and supportive workplace, we have been consistently recognized as a Great Place to Work.   If you want to build cutting-edge banking tech that enables banks to serve millions reliably, securely, and at a population scale, Zeta is your playground.If you would like to learn more about how we have grown and evolved over the years, watch our journey here. You can also explore our website and follow us on LinkedIn, Instagram,YouTube, and X.   About the Role:   As a Technical Support Engineer for Banking Technology, you are expected to have an overall relevant experience of at least 3+ years (with at least 1 year of relevant work experience in enterprise products in a B2B banking technology company).  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

Customer Support & 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 Handlin

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.

Log Analysis & Root Cause Investigation

Analyze system 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.

Ensure timely escalation, clear communication, and effective knowledge sharing across teams.

Documentation & Knowledge Sharing

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.

Process Optimization & Continuous Improvement

Proactively evaluate and enhance operational workflows and support processes to drive efficiency and improve the customer experience.

24/7 Support Coverage

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.

Equal Opportunity Zeta is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success