Support Specialist (India)

Kard Financial, Inc.

7d • Remote

About The Position

Kard is hiring a detail-oriented, technically capable Support Specialist to provide technical support to issuer and merchant partners and help maintain smooth day-to-day platform operations. The role involves investigating technical issues, resolving transaction discrepancies, managing partner requests, and supporting operational processes. The position is fully remote, but candidates must reside in India.

The Support Specialist uses Zendesk, Postman, MongoDB, the Kard Portal, Databricks, and other internal tools to troubleshoot issues, validate transactions and reports, support partner onboarding and offboarding, and test product releases. The role requires communicating technical findings to partners and internal teams, owning issues through resolution, and identifying ways to improve support workflows and documentation.

Requirements

• 3–6 years of experience in technical support, application support, technical operations, or a similar role.
• Hands-on experience troubleshooting REST APIs using Postman or similar tools.
• Experience querying databases, particularly MongoDB or other NoSQL databases, to investigate technical issues.
• Strong technical problem-solving skills, including the ability to investigate issues, identify root causes, and determine appropriate next steps.
• Experience managing support tickets through Zendesk, Jira, or similar ticketing systems.
• Ability to communicate technical findings clearly to technical and non-technical stakeholders.
• Strong attention to detail and organizational skills, with the ability to manage multiple requests while meeting deadlines and SLAs.
• Proactive, service-oriented mindset and ability to work independently and take ownership of issues through resolution.
• Must reside in India.

Nice To Haves

• Experience supporting APIs, SaaS platforms, fintech products, or payment/transaction systems.
• Familiarity with AWS, Databricks, SQL, or other data and cloud infrastructure tools.
• Experience with product QA, bug reporting, or workflow automation.

Responsibilities

• Manage and prioritize incoming partner support tickets through Zendesk, ensuring timely responses and resolution.
• Investigate and troubleshoot technical issues using Postman, MongoDB, and internal tools to identify root causes and resolve problems independently.
• Escalate complex issues to Engineering or other internal teams with clear documentation, technical findings, and supporting evidence.
• Review and validate pending transactions against merchant campaign terms and location data, ensuring accuracy and adherence to SLAs.
• Investigate transaction discrepancies and partner-submitted audits, applying corrections or manual adjustments when appropriate.
• Support issuer partner onboarding and offboarding, including platform configuration, API validation, and access management.
• Verify merchant information, maintain accurate merchant records, and support campaign setup and updates through the Kard Portal.
• Generate and validate partner reports using Databricks and other internal tools, including impression and end-of-month reporting.
• Test new product features and releases, identifying bugs and documenting issues for Engineering and Product teams.
• Identify opportunities to improve support workflows, automate repetitive tasks, and maintain documentation to improve team efficiency.

Benefits

• Flexible PTO, with a minimum requirement to take one day off a quarter and ten days a year.
• Observance of 11 Federal Holidays, plus an additional day each for Black Friday and Christmas Eve (US employees only).
• Health, Dental and Vision Insurance.
• 401k with employer match (US employees only).
• Coworking space and WFH setup reimbursement.
• Company offsites for planning, team-building, and networking.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed