Technical Support Engineer, Zeta
Office located in Basking Ridge, NJ
Next-Gen banking and payment technology service provider
Open for applications
Next-Gen banking and payment technology service provider
1001+ employees
Open for applications
Office located in Basking Ridge, NJ
1001+ employees
Company mission
To accelerate the transition towards invisible payments.
Role
Who you are
- Knowledge Sharing: Contributing to the knowledge base and sharing insights with the team is an indicator of success
- 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
- 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
- Familiarity with ticketing systems and knowledge base tools is a plus
- 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
- A minimum of 3 to 5 years of overall experience is required
- Hands-on experience with tools such as Postman, Kibana, Splunk, and Grafana is required
- Bachelor's degree in computer science, Information Technology, or a related field
- Experience in Banking /payment technologies is a plus
What the job involves
- 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
- 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 resolution
- Incident 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 system
- Troubleshooting: 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
- Documentation 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 efficiency
- Escalation 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 issues
- Collaboration 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 information
Our take
Zeta have resolved a problem long plaguing banks and fintech startups. Antiquated practices mean product launches require working with a range of vendors and tech partners. The result is a time-consuming process with a potentially poor user experience to show for it. Zeta’s ‘Omni-Stack,’ by contrast, was built from the ground up to keep the process seamless and easy.
It has proven a wildly successful proposition and Zeta achieved Unicorn status on their $250M Series C funding round, led by SoftBank. As sectors develop, fintechs and banking will need to answer new threats and requirements associated with security, privacy, and scalability. The more partners and vendors, the more room for error - so Zeta’s emergence is both timely and enticing.
Their funding is likely to continue apace for more than just the quality of their product. India is the second largest internet market globally and is seeing a flurry of interest from big-name investors like SoftBank and Tiger Global. Therefore, companies are looking to accelerate the rate of development there from promising startups like Zeta.
Steph
Company Specialist at Welcome to the Jungle
Insights
-2% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Feb 2025
$50m
LATE VC
Mar 2022
$30m
LATE VC
Total funding: $430m
Company HQ
SoMa, San Francisco, CA
Leadership
Ramki Gaddipati
(Co-Founder, APAC CEO & GLobal CTO)Ramki worked as a Software Engineer for a year before co-founding Bridle during a Master's at the Birla Institute of Technology and Science. They then joined Morgan Stanley as a Manager and spent almost 6 years as a Director at Directi, before co-founding Zeta in April 2015.
Bhavin Turakhia
(Co-Founder & EO)Bhavin is a serial entrepreneur. In the past, they have founded Ringo.co, Radix Registry and Flock App where they still serve as CEO alongside Zeta.
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