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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Application Support Engineer - **Company:** Zact Inc. - **Location:** United States (Remote available) - **Experience:** Starter - **Contract:** Permanent contract - **Skills:** Query Performance, Application Programming Interfaces (APIs), JIRA, Bash Shell, Cloud Computing, Databases, Database Queries, Monitoring of Systems, Issue Tracking Systems, Intrusion Detection Systems, Python (Programming Language), Knowledge Management, Log Analysis, MySQL, Site Reliability Engineering Practices, SQL Databases, Systems Integration, Transaction Data, Data Logging, Google Cloud, Cloud Platform System, Macros, Cloud Monitoring, Grafana, Build Management, Restful APIs, Zendesk, Dynatrace, Microservices - **Published:** September 19, 2026 - **Apply:** https://startup.jobs/senior-application-support-engineer-us-remote-zact-inc-10126810 ## About the Role * 8+ years in application support, platform operations, or a technical operations role with a team leadership component * MySQL proficiency - writing complex queries, reading execution plans, diagnosing slow queries, understanding index behaviour * GCP experience - hands-on with Cloud Logging (log queries, log-based metrics), Cloud Monitoring (alerting policies, uptime checks), and ideally Cloud Functions or Pub/Sub * Microservice troubleshooting - comfortable tracing a failure across 3-5 services using correlation IDs and structured logs * Python or Bash scripting - you have written automation tools that saved real time, not just one-off scripts * Methodical incident investigation - you document as you go, form hypotheses, test them, and do not guess * Strong written communication - incident updates, PIRs, client communications, and runbooks are all part of your normal output * Experience building or significantly contributing to a team knowledge base or runbook library Nice to Have * Experience with distributed tracing tools - Cloud Trace, Jaeger, Zipkin, or equivalent * Grafana dashboard authoring * Exposure to SRE practices: SLO definition, error budgets, toil reduction * Familiarity with GCP Cloud Functions, Cloud Scheduler, or Workflows for automation * Experience administering Zendesk - configuring ticket views, SLA policies, macros, triggers, automations, and reporting; familiarity with Zendesk API or webhook integrations is a bonus * Background in a regulated or compliance-sensitive environment - fintech, banking, healthcare, or telecoms * Familiarity with commercial card concepts (authorisation flows, settlement, BIN management, spend controls) - helpful but fully trainable Note on Domain Experience Prior fintech or banking experience is helpful but not a requirement. What matters is depth in GCP, MySQL, and microservice troubleshooting - and the instinct to automate. We provide structured onboarding into the product domain and a growing runbook library to support ramp-up. ## Description * Lead triage of complex, multi-service incidents - from first signal to root cause, with a documented timeline throughout * Use GCP Cloud Logging, Cloud Monitoring, and distributed tracing to trace failures across microservice boundaries * Write MySQL queries to investigate transaction, card, and account data issues in production read replicas - following strict change-control at all times * Own post-incident reviews (PIRs): root cause, contributing factors, timeline, and preventive actions * Act as the senior technical escalation for banking client issues - calm, precise, and solution-oriented Monitoring & observability * Design and maintain the team's alerting strategy in GCP Cloud Monitoring - setting thresholds, reducing alert noise, and ensuring the right signals fire at the right severity * Build and maintain dashboards (Grafana, GCP Monitoring, or equivalent) covering transaction throughput, API error rates, service latency, and MySQL query performance * Define and track SLIs/SLOs for key product flows - payments authorisation, settlement processing, card management - and surface degradation early * Instrument new services in partnership with engineering: ensure every new microservice ships with adequate logging, structured log fields, and correlation IDs Back-office tooling & automation * Help design and build the internal back-office tools and support functions the team needs to operate effectively - this is not off-the-shelf tooling configuration; it includes scoping, designing, and writing the tools from scratch where needed * Example: an internal investigation dashboard that pulls GCP log context and MySQL transaction data for a given incident ID in one view * Example: automated log correlation scripts that surface the root cause of a known error pattern in under 2 minutes * Example: MySQL query templates that auto-populate with a transaction ID and return the full investigation snapshot * Example: alert-to-ticket automation that pre-populates incident records with log context and affected service * Write and maintain automation tooling in Python and/or Bash - scripts, schedulers, data reconciliation jobs * Build internal CLI tools or runbook-linked scripts that junior analysts can invoke safely without senior oversight * Identify manual reconciliation or reporting tasks that can be replaced by scheduled queries or GCP Cloud Functions * Own the tooling roadmap for the support function - prioritise what gets built next based on toil volume and incident frequency Client technical support * Serve as the senior technical point of contact for all customer-facing product issues that escalate beyond first-line resolution * Write clear, jargon-free incident communications for banking client operations teams during and after incidents * Work directly with client technical teams (bank IT, card ops) to diagnose integration issues, file format mismatches, or API usage errors * Maintain a client-facing known-issues log and service status communication cadence Documentation & knowledge management * Build and own the team's runbook library - step-by-step investigation procedures for every known failure pattern across the product suite * Write and maintain a MySQL query reference for common support investigations (transaction lookup, card status, spend limit checks, settlement reconciliation) * Document every new incident type in a known-issues catalogue: symptom, root cause, resolution, recurrence trigger, and prevention status * Produce onboarding materials that bring a new junior analyst to independent productivity within 6 weeks * Maintain a living architecture reference showing how services connect, what each service owns, and which logs to check first for each component Team leadership - hands-on * Lead a small, global support team - you are a working lead, not a manager removed from the queue; you will handle tickets alongside the analysts based on volume and complexity * Mentor and develop two junior application support analysts - review their investigations, coach their SQL and log techniques, and build their confidence on live incidents * Run daily standups and weekly incident reviews across time zones - keeping a distributed team coordinated and nothing falling between shifts * Define team support processes: ticket triage criteria, severity classification, escalation thresholds, SLA tracking * Partner with engineering and product to represent the support team's perspective - surfacing recurring issues, requesting observability improvements, and advocating for supportability in new releases Technology Environment * Cloud platform: Google Cloud Platform (GCP) * Log & monitoring: GCP Cloud Logging, Cloud Monitoring, Pub/Sub; Grafana * Database: MySQL - production read replicas for investigation; strict change-control for any writes * Architecture: Microservices - REST APIs with correlation ID tracing across service boundaries * Scripting & automation: Python (primary), Bash - for tooling, automation, and log parsing * Ticketing: Internal ticketing system (Jira or equivalent) * Product domain: Commercial card programs - card issuance, authorization, settlement, spend controls, reporting * Client environment: Banking clients (community and regional banks) - regulated, SLA-bound, audit-sensitive ## Related Videos - [Inside Bitpanda's Tech Stack: Scaling a European Fintech Leader - Markus Dorner](https://www.wearedevelopers.com/videos/1979-inside-bitpanda-s-tech-stack-scaling-a-european-fintech-leader-markus-dorner) - [Improving quality with Agentic AI with Rovo Dev and Xray](https://www.wearedevelopers.com/videos/2005-improving-quality-with-agentic-ai-with-rovo-dev-and-xray) - [Crafting Custom Frameworks with Rust: A Deep Dive into Procedural Macros](https://www.wearedevelopers.com/videos/849-crafting-custom-frameworks-with-rust-a-deep-dive-into-procedural-macros) - [MySQL Protocol Features You Should Be Aware Of](https://www.wearedevelopers.com/videos/100267-mysql-protocol-features-you-should-be-aware-of) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Collaboration Quantified: Lessons from Open Source Developer Networks](https://www.wearedevelopers.com/videos/1422-collaboration-quantified-lessons-from-open-source-developer-networks) ## Related Articles - [Why Upskilling And Reskilling is Important For Developers](https://www.wearedevelopers.com/magazine/428-why-upskilling-and-reskilling-is-important-for-developers) - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [7 Cloud Computing Trends Coming in 2025 for Developers](https://www.wearedevelopers.com/magazine/412-7-cloud-computing-trends-coming-in-2025-for-developers) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers)