Remote Technical Support Specialist - Fintech & APIs

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

Benefits offered by this job

Flexible PTO

Health, Dental and Vision Insurance

401k with employer match

WFH setup reimbursement

Company Offsites

Job summary

Kard Financial, Inc. is seeking a detail-oriented Support Specialist to be the primary contact for technical support requests from issuer and merchant partners.

You will troubleshoot issues, assist with transactions, and help keep platform operations running smoothly using tools like Zendesk, Postman, MongoDB, and Kard Portal. The role requires strong problem-solving, comfort with APIs and databases, and the ability to own issues from investigation through resolution.

Qualifications

• 3–6 years of experience in technical support or similar roles.
• Experience troubleshooting REST APIs with Postman.
• Experience querying MongoDB or NoSQL databases.
• Experience using Zendesk or Jira for ticketing.
• Strong communication with 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

REST API troubleshooting

Zendesk/Jira ticketing

MongoDB NoSQL querying

Problem solving

Communication with stakeholders

Attention to detail

Tools

Zendesk

Postman

MongoDB

Kard Portal

Databricks

AWS

SQL

Job description

Kard Financial, Inc. is seeking a detail-oriented Support Specialist to be the primary contact for technical support requests from issuer and merchant partners.

You will troubleshoot issues, assist with transactions, and help keep platform operations running smoothly using tools like Zendesk, Postman, MongoDB, and Kard Portal. The role requires strong problem-solving, comfort with APIs and databases, and the ability to own issues from investigation through resolution.