The Implementation Analyst II provides L1 and L2 technical support, troubleshooting issues, and ensuring customer satisfaction. Responsibilities include issue logging, problem escalation, advanced troubleshooting, and collaboration with engineering teams to improve products.
About us
Build the future of banking.
Zeta is a next-generation banking technology company providing cloud-native, fully stackable processing and core banking platforms for issuers. With a focus on scalability, compliance, and innovation, Zeta empowers financial institutions to modernize their technology infrastructure and deliver secure, seamless digital banking experiences.
Our impact runs at real-world scale. Today, over 25 million cards are live on Zeta-powered platforms across 7 countries, supported by a passionate team of 1,700+ Zetanauts across India, the US, EMEA, and Asia. Backed by SoftBank Vision Fund, Mastercard, and other reputed strategic investors, we reached a valuation of $2 billion in 2025.
Our focus is on establishing product lines that focus on key outcomes by addressing real customer pain points, modernizing legacy systems, and strengthening core fundamentals. As a result, our systems and platforms support a wide range of banking and payments capabilities, including:
1. Tachyon, our cloud-native banking stack built for population-scale systems
2. Cipher, our unified authentication platform for secure, high-volume banking environments.
3. Digital Credit as a Service, enabling banks to launch credit lines on UPI.
4. Elena, our intelligent and conversational AI platform for banking.
5. Pixel, India’s first digital-native credit card, launched in partnership with HDFC Bank, for whom we also revamped their PayZapp mobile app: Winner of the Celent Model Bank Award for Payments Innovation 2024.
6. Sparrow, the leading card experience for non-prime cardholders in the US
…and more across cards, payments, lending, and core banking.
We are an engineering-first organization that values ownership, bias for action, and long-term thinking. Together, we solve some of the hardest problems in banking tech. Our culture is built around trust, collaboration, and creating the conditions for you to drive impact proportionate to your potential. Reinforcing our commitment to creating an inclusive and supportive workplace, we have been consistently recognized as a Great Place to Work.
If you want to build cutting-edge banking tech that enables banks to serve millions reliably, securely, and at a population scale, Zeta is your playground.
If you would like to learn more about how we have grown and evolved over the years, watch our journey here. You can also explore our website and follow us on LinkedIn, Instagram, YouTube, and X.
About Axon:
Axon is Zeta’s cloud-native, API-first payment and card platform built on a microservices architecture. It powers card lifecycle management, digital wallets, real-time transactions, spend controls, notifications, and analytics, with SDKs for web/mobile integration. Designed for scalability, low latency, and high availability, Axon enables financial institutions and fintechs to deliver modern banking and payment experiences.
About the Role:
We are seeking a motivated and customer-oriented Implementation Analyst with 2-3 years of experience to join our dynamic support team. The ideal candidate will provide technical assistance with both L1 and L2 support to our customers, ensuring smooth operation and maximum satisfaction with our products. This role involves troubleshooting, diagnosing, and resolving customer issues while maintaining a high level of professionalism and customer service.
Responsibilities
- Level 1 (L1) Support:
- Customer Interaction: Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.
- Issue Logging: Document and log all customer interactions, issues, and resolutions in the support ticketing system.
- Troubleshooting: Provide basic troubleshooting for product-related issues, including software installations, configurations, and general usage.
- Problem Escalation: Escalate unresolved issues to appropriate departments as necessary.
- Knowledge Base Maintenance: Contribute to the maintenance and updating of support documentation and knowledge base articles.
- Level 2 (L2) Support:
- Advanced Troubleshooting: Handle more complex technical issues escalated from L1 support, including in-depth software and system diagnostics.
- Issue Resolution: Provide solutions to technical problems by researching and replicating customer issues in a controlled environment.
- Customer Communication: Ensure timely and accurate communication with customers regarding the status and resolution of their issues.
- Collaboration: Work closely with engineering and product teams to resolve technical issues and provide feedback for product improvements.
- Root Cause Analysis: Perform root cause analysis on recurring issues and implement long-term solutions to prevent future occurrences.
Skills
- Technical Skills:
- Proficiency in troubleshooting software applications and understanding of system environments.
- Familiarity with databases, networks, and web technologies.
- Experience of working in microsystems environments using Kibana/Opensearch for debugging.
- Basic programming or scripting skills (e.g., Python, JavaScript, Shell scripting) are a plus.
- Soft Skills:
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Customer-focused attitude with a commitment to providing high-quality support.
Experience and Qualifications
- Education: Bachelor's degree in Computer Science, Information Technology, or a related field.
- Experience: 2-3 years of experience in a technical support or customer service role, preferably in a software or technology environment.
- Preferred Qualifications:
- Certifications: Relevant industry certifications (e.g., CompTIA A+, ITIL) are advantageous.
- Tools and Technologies: Experience with support ticketing systems (e.g., FreshDesk, JIRA), remote support tools.
- Industry Knowledge: Familiarity with banking mobile Apps, SDK and API products.
Zeta is an equal opportunity employer.
We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds, cultures, and communities to apply and believe that a diverse workforce is key to our success.
Top Skills
Freshdesk
JavaScript
JIRA
Kibana
Opensearch
Python
Shell Scripting
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