Support Specialist

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee and prioritize incoming partner support tickets via Zendesk, ensuring prompt responses and resolutions.

• Analyze and troubleshoot technical issues utilizing Postman, MongoDB, and proprietary tools.

• Refer complex problems to Engineering or other internal teams, providing clear documentation, technical insights, and supporting evidence.

• Review and confirm pending transactions against merchant campaign terms and location data.

• Examine transaction discrepancies and audits submitted by partners, making corrections or manual adjustments as necessary.

• Assist in the onboarding and offboarding of issuer partners, including platform configuration, API validation, and access management.

• Validate merchant information and ensure accurate maintenance of merchant records.

• Facilitate campaign setup and updates through the Kard Portal.

• Create and validate partner reports utilizing Databricks and other internal tools, including impression and end-of-month reporting.

• Evaluate new product features and releases, identifying bugs and documenting issues for Engineering and Product teams.

• Enhance support workflows, automate repetitive tasks, and maintain thorough documentation.

• Act as the primary technical support contact for issuer and merchant partners.

⛳️ Requirements

• Applicants must be residents of India.

• 3–6 years of experience in technical support, application support, technical operations, or a related field.

• Practical experience troubleshooting REST APIs using Postman or similar tools.

• Familiarity with querying databases, especially MongoDB or other NoSQL databases, to investigate technical issues.

• Strong technical problem-solving abilities, including issue investigation, root cause identification, and determining appropriate next steps.

• Experience managing support tickets through Zendesk, Jira, or similar ticketing systems.

• Ability to clearly communicate technical findings to both technical and non-technical audiences.

• Excellent attention to detail and strong organizational skills.

• Capability to handle multiple requests while adhering to deadlines and SLAs.

• Ability to work independently and take ownership of issues until resolution.

• Bonus: Experience in supporting APIs, SaaS platforms, fintech products, or payment/transaction systems.

• Bonus: Familiarity with AWS, Databricks, SQL, or other data and cloud infrastructure tools.

• Bonus: Experience in product QA, bug reporting, or workflow automation.

🏝️ Benefits

• Flexible PTO, requiring a minimum of one day off each quarter, totaling ten days a year, to promote mental well-being.

• Recognition of 11 Federal Holidays, plus an additional day each for Black Friday and Christmas Eve (for US employees only).

• Health, Dental, and Vision Insurance.

• 401k with employer match (for US employees only).

• Reimbursement for coworking space and WFH setup.

• Company offsites for planning, team-building, and networking opportunities.

• A remote-first team environment that fosters autonomy to influence business growth and company culture.