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: Tachyon, our cloud-native banking stack built for population-scale systems Cipher, our unified authentication platform for secure, high-volume banking environments Digital Credit as a Service, enabling banks to launch credit lines on UPI Elena, our intelligent and conversational AI platform for banking 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 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.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.About the Role:We are looking for a Technical Support Engineer to provide first-level technical support for our banking technology platforms. This role involves troubleshooting issues, managing support tickets, and ensuring timely resolution while maintaining high customer satisfaction. You will collaborate with cross-functional teams, handle incident triage, and contribute to knowledge base improvements.Responsibilities: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 resolutionIncident 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 systemTroubleshooting: 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 necessaryDocumentation 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 efficiencyEscalation 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 issuesCollaboration 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 informationSkills:Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of successAdaptability and Learning: Embracing change, quickly acquiring new skills, and effectively applying them to support customer needs indicate success in a rapidly evolving technical support environmentStrong problem-solving skills and ability to troubleshoot basic technical issues independentlyExcellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical individualsCustomer-oriented mindset with a focus on delivering high-quality customer serviceFamiliarity with ticketing systems and knowledge base tools is a plusAbility to work under pressure in a fast-paced environment and manage multiple priorities effectivelyWillingness to learn and adapt to new technologies and tools in the banking technology domainExperience & Qualifications:A minimum of 3 to 5 years of overall experience is requiredHands-on experience with tools such as Postman, Kibana, Splunk, and Grafana is requiredBachelor's degree in computer science, Information Technology, or a related fieldExperience in Banking /payment technologies is a plusWe may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.