Application Support Analyst

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Application Support Analyst based in India. As an Application Support Analyst, you will help maintain the reliability and performance of a cloud-based commercial card and payments platform. You will investigate technical issues, manage support tickets, and provide timely resolutions for banking clients operating in a regulated financial environment. Working with Google Cloud Platform (GCP), MySQL, and microservices architecture, you will analyze production logs, trace requests, and identify the root causes of application incidents. You will independently resolve common technical issues while collaborating with senior engineers on complex investigations and critical incidents. You will also monitor system alerts, maintain detailed technical documentation, and contribute to improving troubleshooting procedures and operational efficiency. Clear communication and structured problem-solving will be essential to ensuring excellent client support and compliance with service-level agreements. This remote opportunity is ideal for a technically skilled professional who enjoys hands-on troubleshooting, cloud technologies, and supporting mission-critical financial applications in an international environment. Accountabilities • Application support and ticket management • Manage the Zendesk support queue during U.S. business hours, prioritizing incoming tickets according to severity, responding within established service-level agreements (SLAs), and resolving or escalating issues with complete documentation. • Independently investigate and resolve recurring incidents using established runbooks, troubleshooting procedures, and documented solutions. • Serve as an initial technical contact for banking clients, acknowledging requests promptly, investigating reported issues, and providing clear updates throughout the resolution process. • Provide queue coverage when senior engineers are handling complex incidents, client escalations, or technical improvement initiatives. • Technical investigation and troubleshooting • Analyze application logs using GCP Cloud Logging or equivalent observability tools to identify errors, trace requests across microservices, and determine where failures occur. • Write and execute MySQL SELECT queries against production read replicas to investigate transaction statuses, card records, account information, settlement details, and other relevant application data. • Trace REST API requests across interconnected services using correlation IDs, HTTP status codes, and response data to isolate the source of application issues. • Prepare structured escalations that summarize the investigation performed, relevant logs and query results, suspected root causes, and outstanding questions. • Participate actively in critical P1/P0 incident investigations alongside senior engineers, contributing technical findings and supporting timely resolution. • Monitoring and incident coordination • Review cloud monitoring dashboards, application logs, and support alerts at the beginning of each shift to identify anomalies before they affect clients. • Track open incidents, monitor their progress, and ensure complete handoffs between the U.S.-aligned support function and the India team. • Identify noisy alerts, potentially misconfigured monitoring thresholds, and recurring operational issues, escalating improvement opportunities to the appropriate technical lead. • Follow established incident management procedures and maintain accurate records of incident status, investigation steps, and resolution progress. • Client communication and documentation • Provide clear, professional, and accessible incident updates to banking client operations teams, avoiding unnecessary technical jargon while communicating relevant findings. • Follow up on resolved tickets to confirm the outcome, explain the resolution, and ensure appropriate closure. • Document each investigated issue, including symptoms, diagnostic findings, queries executed, resolution steps, and escalation paths. • Improve existing runbooks and contribute new troubleshooting guidance based on real incident experience. • Develop and maintain a reusable library of MySQL queries for common support investigations. • Follow strict production change-control procedures, ensuring that any modification beyond authorized read-only investigation is appropriately approved. Requirements • Professional experience: 2–4 years of experience in application support, technical support, IT operations, production support, or a closely related technical role. • SQL proficiency: Strong hands-on SQL skills, including the ability to independently write SELECT queries using JOINs, subqueries, and WHERE clauses, interpret results, and investigate production issues. • Cloud logging and monitoring: Experience using at least one cloud logging or observability platform, such as Google Cloud Logging, AWS CloudWatch, Splunk, Kibana, or Datadog, to investigate real production incidents. • Cloud platform knowledge: Familiarity with cloud environments and application monitoring. Experience with GCP Cloud Logging, Log Explorer, and Cloud Monitoring dashboards is an advantage. • Microservices architecture: Understanding of how requests move across multiple backend services and how to trace failures across service boundaries using correlation IDs and related diagnostic information. • REST API knowledge: Familiarity with HTTP status codes, API responses, request flows, and common integration issues, with the ability to identify where an error originates. • Systematic troubleshooting: Strong analytical and problem-solving skills, with a methodical approach to isolating causes, testing hypotheses, documenting findings, and determining when escalation is necessary. • Ticketing and incident management: Familiarity with support ticketing