[Hiring] Support Specialist @Kard Financial, Inc.

Role Description

Kard is looking for a detail-oriented, technically capable Support Specialist to join our team. This role will serve as a primary point of contact for technical support requests from our issuer and merchant partners, helping troubleshoot issues, resolve transaction discrepancies, and ensure smooth day-to-day platform operations.

The Support Specialist will use tools like Zendesk, Postman, MongoDB, and the Kard Portal to investigate technical issues, manage partner requests, and support critical operational processes. The ideal candidate is a strong problem-solver who is comfortable working with APIs and databases, communicating with external partners, and taking ownership of issues from investigation through resolution.

• 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.

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, to investigate technical issues.
• Strong technical problem-solving skills, with 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 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 and take ownership of issues through resolution.

Requirements

• 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, 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.