Remote Technical Support Specialist

Kard; United States; Remote; USD 11,000 - 16,000; Full time

Benefits offered by this job

Flexible PTO

Observance of federal holidays

Health, Dental and Vision Insurance

401k with employer match

WFH setup reimbursement

Company Offsites

Job summary

Kard is seeking a detail-oriented Support Specialist to join our team. This fully remote role serves as the primary contact for technical support requests from issuer and merchant partners, troubleshooting issues, and ensuring smooth platform operations.

You will work with Zendesk, Postman, MongoDB, and Kard Portal to investigate problems, validate transactions, onboard/offboard partners, and document findings for engineering and product teams.

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.
• Excellent written and verbal communication with both technical and non-technical stakeholders.

Responsibilities

• 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.

Skills

Technical support

REST APIs troubleshooting

Problem solving

Communication

Ticketing systems

Tools

Postman

MongoDB

Zendesk

Jira

Kard Portal

Databricks

Job description

Kard is seeking a detail-oriented Support Specialist to join our team. This fully remote role serves as the primary contact for technical support requests from issuer and merchant partners, troubleshooting issues, and ensuring smooth platform operations.

You will work with Zendesk, Postman, MongoDB, and Kard Portal to investigate problems, validate transactions, onboard/offboard partners, and document findings for engineering and product teams.