Support Specialist (India)

The company 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 Role

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

The company 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 company 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 company 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

• 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

Bonus points

• 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

Comp: $10 USD per hour

Why Join

The company recognizes the unique value each of us brings to our collective success. As part of our remote-first team, you'll have the autonomy to influence our trajectory, actively contributing to the growth of our business and the evolution of our company culture. By embodying our core values of Initiative, Openness, and Humility, you will not only witness but directly foster an inclusive and dynamic work environment, from the executive level down.

Our competitive benefit plan includes

• 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

The company is an equal opportunity employer and we actively encourage applicants of all genders, backgrounds, and experiences to apply. We believe that diverse perspectives enrich our workplace and drive our success.