Technical Support Engineer

AgileGrid Solutions; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

Zeta is seeking a Technical Support Engineer to provide first-level support for its banking technology platforms. You will respond to customer requests, investigate issues, manage incidents, and help ensure timely resolutions. You will document progress and collaborate with internal teams to improve support resources.

Join an engineering-first organization focused on ownership, collaboration, and security. You will build knowledge across banking platforms, participate in knowledge base updates,

Qualifications

• Three to five years of overall professional experience.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Hands-on experience with Postman, Kibana, Splunk, and Grafana.
• Strong problem-solving skills and the ability to troubleshoot basic technical issues independently.
• Clear written and verbal communication skills, including the ability to explain technical topics to non-technical audiences.
• A customer-focused approach and the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with ticketing systems and knowledge base tools is an advantage.
• Experience in banking or payment technologies is a plus.
• Willingness to learn new tools, technologies, and support procedures.

Responsibilities

• Provide first-level technical assistance, respond to customer inquiries, investigate reported issues, and work toward timely, professional resolutions.
• Monitor incoming requests through channels such as phone, email, and ticketing systems; assess urgency and impact to prioritize work effectively.
• Record customer interactions, investigation details, progress, and resolutions accurately in the relevant support systems.
• Diagnose basic issues involving banking applications, systems, and infrastructure, using documented procedures, troubleshooting guides, and available knowledge resources.
• Escalate complex or unresolved incidents to L2 or L3 teams with clear, complete information, and coordinate with those teams through resolution.
• Keep customers informed of progress and collaborate with developers, system administrators, business analysts, and other relevant teams.
• Contribute to knowledge base articles, FAQs, and troubleshooting guides by documenting recurring issues, effective resolutions, and best practices.
• Follow security protocols, data privacy requirements, and applicable compliance standards when handling customer information or accessing sensitive systems.

Skills

Postman

Kibana

Splunk

Grafana

Problem solving

Communication

Ticketing systems

Banking/payments tech

Willingness to learn

Education

Bachelor’s degree in Computer Science/IT or related field

Tools

None specified

Job description

About The Company

Zeta is a next-generation banking technology company building cloud-native, fully stackable processing and core banking platforms for financial institutions. Its platforms help banks modernize legacy infrastructure and deliver secure, scalable digital banking experiences. Zeta-powered systems support more than 25 million cards across seven countries, with a team of over 1,700 employees working across India, the United States, EMEA, and Asia. The company is backed by SoftBank Vision Fund, Mastercard, and other strategic investors, and reached a valuation of $2 billion in 2025.

Zeta’s products address a broad range of banking and payments needs, including Tachyon, its cloud-native banking stack; Cipher, its authentication platform; Digital Credit as a Service; Elena, its conversational AI platform; and card experiences such as Pixel and Sparrow. Zeta also partnered with HDFC Bank on Pixel and the PayZapp mobile app, which received the Celent Model Bank Award for Payments Innovation in 2024. Engineering, ownership, collaboration, and long‑term thinking shape the company’s approach. Zeta has been recognized as a Great Place to Work and aims to create an inclusive environment where employees can contribute to meaningful, large‑scale technology.

About The Role

Zeta is seeking a Technical Support Engineer to provide first-level technical support for its banking technology platforms. You will respond to customer requests, investigate technical issues, manage incidents, and help ensure timely, effective resolutions. Working with customers and internal teams, you will communicate clearly, maintain accurate support records, and ... You will also help improve support resources and processes as you build your knowledge of banking technology.

Qualifications

• Three to five years of overall professional experience.
• Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Hands-on experience with Postman, Kibana, Splunk, and Grafana.
• Strong problem-solving skills and the ability to troubleshoot basic technical issues independently.
• Clear written and verbal communication skills, including the ability to explain technical topics to non-technical audiences.
• A customer-focused approach and the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with ticketing systems and knowledge base tools is an advantage.
• Experience in banking or payment technologies is a plus.
• Willingness to learn new tools, technologies, and support procedures.

Responsibilities

• Provide first-level technical assistance, respond to customer inquiries, investigate reported issues, and work toward timely, professional resolutions.
• Monitor incoming requests through channels such as phone, email, and ticketing systems; assess urgency and impact to prioritize work effectively.
• Record customer interactions, investigation details, progress, and resolutions accurately in the relevant support systems.
• Diagnose basic issues involving banking applications, systems, and infrastructure, using documented procedures, troubleshooting guides, and available knowledge resources.
• Escalate complex or unresolved incidents to L2 or L3 teams with clear, complete information, and coordinate with those teams through resolution.
• Keep customers informed of progress and collaborate with developers, system administrators, business analysts, and other relevant teams.
• Contribute to knowledge base articles, FAQs, and troubleshooting guides by documenting recurring issues, effective resolutions, and best practices.
• Follow security protocols, data privacy requirements, and applicable compliance standards when handling customer information or accessing sensitive systems.

Benefits

Join an engineering-first organization working on banking technology used at significant scale. Zeta emphasizes ownership, collaboration, trust, and opportunities to contribute to challenging problems. The role offers the chance to deepen your technical support expertise, learn about banking and payments platforms, and share knowledge with cross‑functional teams. Specific employment benefits are discussed during the hiring process.

Equal Opportunity

Zeta is an equal opportunity employer committed to diversity and inclusion. Applicants from all backgrounds, cultures, and communities are encouraged to apply. Zeta may use artificial intelligence tools to assist with parts of recruitment, including application review and resume analysis. These tools support the recruiting team but do not replace human judgment; final hiring decisions are made by people. For information about how application data is processed, please contact Zeta.