Application Support Analyst Job San Antonio area,Texas USA,IT/Tech

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 Cloud Watch, Splunk, Kibana, or Datadog, to investigate real production incidents.
Cloud platform knowledge:
Familiarity with cloud environments and…