Support Specialist (India)

The role

The Support Specialist will serve as a primary point of contact for technical support requests from issuer and merchant partners. This person will troubleshoot issues, resolve transaction discrepancies, and ensure smooth platform operations using tools like Zendesk, Postman, and MongoDB.

What you will do

• Manage and prioritize incoming partner support tickets through Zendesk
• Investigate and troubleshoot technical issues using Postman, MongoDB, and internal tools
• Escalate complex issues to Engineering or other internal teams
• Review and validate pending transactions against merchant campaign terms and location data
• Investigate transaction discrepancies and partner-submitted audits
• Support issuer partner onboarding and offboarding
• Verify merchant information and support campaign setup and updates through the Kard Portal
• Generate and validate partner reports using Databricks and other internal tools
• Test new product features and releases
• Identify opportunities to improve support workflows and automate repetitive tasks

Required qualifications

• 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
• Strong technical problem-solving skills
• 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, organizational skills, and ability to manage multiple requests while meeting deadlines and SLAs
• Proactive, service-oriented mindset with the ability to work independently

Nice to have

• 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

Benefits

• Flexible PTO, with a minimum requirement to take one day off a quarter, ten days a year
• Health, Dental and Vision Insurance
• Coworking space and WFH setup reimbursement
• Company Offsites for planning, team-building, and networking

Before you apply

• We are currently only able to hire candidates residing in India

About the company

Kard is building commerce media infrastructure that connects financial institutions, financial-services platforms, and merchants through data and merchant-funded rewards.