Zeta · 9 hours ago
Technical Support Engineer
United States
Full-time
Remote
Mid Level
3+ years expZeta is a Next-Gen Banking Tech company that empowers banks and fintechs to launch banking products for the future. The Technical Support Engineer will provide first-level technical support to customers, troubleshoot issues, and ensure high levels of customer satisfaction while collaborating with cross-functional teams.
Artificial Intelligence (AI)BankingCredit CardsFinancial ServicesFinTechPaymentsSoftwareTransaction Processing
Responsibilities
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
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
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
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
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
Collaborate with cross-functional teams, including developers, system administrators, and business analysts, to resolve customer issues and provide timely updates to customers
Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information
Qualification
Required
3- 4 years of overall experience in the role
Prior experience in tools like POSTMAN; Kibana; Splunk; Grafana is required
Engineer (preferably IT. Comp Sci)
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
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
Adhere to security protocols, data privacy regulations, and industry compliance standards when handling customer data and accessing sensitive systems or information
Preferred
Experience in Banking/payment technologies is a plus
Familiarity with ticketing systems and knowledge base tools is a plus
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
Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success
Company
Zeta
Zeta is a banking technology company that provides credit and debit card issuance, core banking, lending, and digital banking services.
1001-5000 employees
H1B Sponsorship
Zeta has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (1)
2023 (1)
2022 (1)
Funding
Current Stage
Late StageTotal Funding
$390MKey Investors
OptumMastercardSoftBank Vision Fund
2025-02-11Series D· $50M
2022-03-07Corporate Round· $30M
2021-05-24Series C· $250M
Leadership Team
Ramki Gaddipati
APAC CEO, Global CTO, and Co-founder
Shashank Mehrotra
Chief Marketing Officer & President
Recent News
2026-01-07
2026-01-06
2025-12-24
Company data provided by crunchbase