Support Specialist

• 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
• 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
• 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 and maintain accurate merchant records
• 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
• Improve support workflows, automate repetitive tasks, and maintain documentation
• Serve as a primary technical support contact for issuer and merchant partners

• Candidates must reside in India
• 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 investigating issues, identifying root causes, and determining appropriate next steps
• Experience managing support tickets through Zendesk, Jira, or similar ticketing systems
• Ability to communicate technical findings clearly to both technical and non-technical stakeholders
• Strong attention to detail and organizational skills
• Ability to manage multiple requests while meeting deadlines and SLAs
• Ability to work independently and take ownership of issues through resolution
• Bonus: Experience 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 with product QA, bug reporting, or workflow automation

• Flexible PTO, with a minimum requirement to take one day off a quarter, ten days a year, promoting mental well-being
• 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
• Remote-first team with autonomy to influence business growth and company culture