Technical Support Engineer I/II
Job Summary
Job Description
Zeta, a Next-Gen Banking Tech company founded in 2015, is seeking a Technical Support Engineer I/II for Banking Technology. The role requires at least 2.6+ years of relevant experience, including at least 1 year in enterprise products within a B2B banking technology company. The Zeta Tachyon platform is an Enterprise SaaS platform with over 100 APIs and multiple customer-facing interfaces. The Technical Support Engineer will provide front-line technical support, resolve basic technical issues related to banking systems and applications, and contribute to a knowledge base. Responsibilities include customer support, incident management, troubleshooting, documentation, escalation management, collaboration with cross-functional teams, and adherence to compliance and security standards.
Must have:
- 2.6+ years of overall experience
- 1+ year relevant work experience in enterprise products
- Experience in B2B banking technology
- Strong problem-solving skills
- Excellent communication skills
- Customer-oriented mindset
- Ability to work under pressure
- Willingness to learn new technologies
- Experience with JIRA, POSTMAN, Kibana, Splunk, Grafana
Good to have:
- Experience in Banking / payment technologies
- Familiarity with ticketing systems
- Familiarity with knowledge base tools
9 skills required
Job Details
About Zeta
Zeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. It was founded by Bhavin Turakhia and Ramki Gaddipati in 2015.
Our flagship processing platform - Zeta Tachyon - is the industry’s first modern, cloud-native, and fully API-enabled stack that brings together issuance, processing, lending, core banking, fraud & risk, and many more capabilities as a single-vendor stack. 20M+ cards have been issued on our platform globally.
Zeta is actively working with the largest Banks and Fintechs in multiple global markets transforming customer experience for multi-million card portfolios.
Zeta has over 1700+ employees - with over 70% roles in R&D - across locations in the US, EMEA, and Asia. We raised $280 million at a $1.5 billion valuation from Softbank, Mastercard, and other investors in 2021.
About the Role: As a Technical Support Engineer I/II for Banking Technology, you are expected to have an overall relevant experience of at least 2.6+ years (with at least 1 year of relevant work experience in enterprise products in a B2B banking technology company).
Zeta Tachyon 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:
Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success
Customer Support: Provide first-level technical support to customers. Respond to inquiries, troubleshoot issues, and resolve problems in a timely and professional manner. Ensure a high level of customer satisfaction through effective communication and problem resolution.
Incident Management: Monitor and triage incoming support requests via various channels (phone, email, ticketing system) and prioritize them based on urgency and impact. Log and track all customer interactions, activities, and resolutions accurately in the ticketing system.
Troubleshooting: Diagnose and resolve basic technical issues related to banking systems, applications, and infrastructure. Utilize knowledge bases, troubleshooting guides, and documented procedures to identify solutions or escalate to higher-level support teams when necessary.
Documentation and Knowledge Sharing: Contribute to the creation and maintenance of knowledge base articles, FAQs, and troubleshooting guides. Document common issues, their resolutions, and best practices to facilitate self-service for customers and improve overall efficiency.
Escalation Management: Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, providing detailed information and following escalation procedures. Collaborate with higher-level support teams to ensure prompt and effective resolution of customer issues.
Collaboration and Communication: Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers.
Compliance and Security: Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information
Skills:
Adaptability and Learning: Embracing change, quickly acquiring new skills, and effectively applying them to support customer needs indicate success in a rapidly evolving technical support environment
Strong problem-solving skills and ability to troubleshoot basic technical issues independently
Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individuals
Customer-oriented mindset with a focus on delivering high-quality customer service.
Familiarity with ticketing systems and knowledge base tools is a plus
Ability to work under pressure in a fast-paced environment and manage multiple priorities effectively
Willingness to learn and adapt to new technologies and tools in the banking technology domain
Experience and Qualifications:
Engineer (preferably IT . Comp Sci)
An overall experience of 2.6 + Years in banking technology
Experience of 1+ years in hands-on Technical Support for Enterprise Products
Prior experience in tools like JIRA, POSTMAN ; Kibana ; Splunk ; Grafana is required
Experience in Banking /payment technologies is a plus
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
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