Support Specialist (India)

Kard is building commerce media infrastructure that connects financial institutions, financial-services platforms, and merchants through data and merchant-funded rewards. As our reach expands, we are building for a step-change in scale, and for opportunities ranging from more relevant rewards and marketer intelligence to new commerce and distribution models.

About the RoleNote: We are currently only able to hire candidates residing in India for this fully remote position.

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.

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

Desired Skills:

• 3–6 years of experience in technical support, application support, technical operations, or a similar role