Support Specialist
New
K
KardFintech, payments
We are currently only able to hire candidates residing in India for this fully remote position.Full-TimeSenior
Salary10 USD per hour
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Job Details
- Experience
- 3–6 years of experience in technical support, application support, technical operations, or a similar role
- Required Skills
- AWSSQLMongoDBJiraNosqlRESTful APIsZendeskDatabricksPostmanTechnical support
Requirements
- Have 3–6 years of experience in technical support, application support, technical operations, or a similar role.
- Have hands-on experience troubleshooting REST APIs using Postman or similar tools.
- Have experience querying databases, particularly MongoDB or other NoSQL databases.
- Be able to investigate technical issues, identify root causes, and determine appropriate next steps.
- Have experience managing support tickets through Zendesk, Jira, or similar ticketing systems.
- Be able to communicate technical findings clearly to technical and non-technical stakeholders.
- Have strong attention to detail and organizational skills, and manage multiple requests while meeting deadlines and SLAs.
- Be able to work independently and take ownership of issues through resolution.
Responsibilities
- Manage and prioritize incoming partner support tickets through Zendesk, ensuring timely responses and resolution.
- Investigate technical issues using Postman, MongoDB, and internal tools to identify root causes and resolve problems.
- Escalate complex issues to Engineering or other internal teams with clear documentation and technical findings.
- 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, maintain merchant records, and support campaign setup and updates through the Kard Portal.
- Generate and validate partner reports using Databricks and other internal tools.
- Test 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.
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