Support Specialist

NymCard is on a mission to empower fintech and financial innovators by enabling them to launch seamless payment programs through our modern infrastructure at unprecedented speed. Our open API card issuing platform offers unmatched flexibility and control, allowing clients to issue cards, authorize transactions, and manage payment operations with a single integration. As a team of industry experts and technology innovators, we foster a collaborative and dynamic environment known as the NymCardian Nation, where top talent comes together to solve complex challenges and deliver high-quality solutions.

We are seeking a Support Specialist (L1) to provide front-line application and production support for NymCard’s issuing platform. This role serves as the first responder for incidents and service requests received via ticketing systems, alerts, and chat. You will triage issues, reproduce problems, resolve standard cases using runbooks, and escalate complex matters to L2 or Engineering teams with clear documentation, logs, and impact analysis. The position operates on a 24/7 rotational shift basis, requiring strong ownership of service level agreements (SLAs) during your shift.

Key Responsibilities
- Triage and resolve L1 incidents and service requests promptly, maintaining accurate ticket updates and communicating status clearly to stakeholders.
- Monitor application health, including jobs, integrations, and ISO 8583 message flows, raising timely escalations for any performance or availability concerns.
- Execute standard operational tasks and health checks following established runbooks, while proactively suggesting improvements.
- Investigate issues through SQL queries for data validation and reconciliation across databases such as Oracle, PostgreSQL, or MongoDB.
- Review system logs and processes on Unix or Linux hosts, collect evidence, and document all troubleshooting steps thoroughly.
- Support sanity checks after software releases and coordinate with Operations during cutovers to ensure smooth transitions.
- Perform ISO 8583 message validations and capture samples for further analysis by L2 teams.
- Maintain and update knowledge base articles, known error records, and handover notes to ensure continuity between shifts.
- Provide ad hoc weekend or after-hours support as part of a fair rotational schedule.
- Collaborate closely with Operations, Product Support, and Engineering teams to ensure clear escalation paths and effective handoffs.

Required Qualifications
- 2 to 4 years of experience in L1 application or production support within payments or banking environments.
- Practical knowledge of ISO 8583 messaging and familiarity with card or transaction processing flows.
- Hands-on experience with Unix or Linux systems, including basic shell commands and log analysis.
- Proficiency in writing and executing SQL queries for data validation, with experience in Oracle, PostgreSQL, or MongoDB databases.
- Basic understanding of web and network protocols such as HTTP and TCP/IP.
- Strong written and verbal communication skills, with meticulous attention to ticket hygiene and detail.
- Willingness to work rotational shifts, including nights and weekends.

Preferred Qualifications and Benefits
- Basic scripting skills in shell or Python; exposure to Java or C++ environments and ITIL framework awareness are advantageous.
- Hybrid working model offering a balance between in-office collaboration for design reviews and workshops, and flexible remote work for focused tasks, with clear core hours and availability expectations.
- Opportunity to take ownership and grow within small teams, with direct access to decision-makers, end-to-end responsibility, support for certifications, and career progression based on performance.
- Exposure to cross-border clients and partners across MENA and beyond, gaining hands-on experience with payment schemes, banks, and regulators to broaden domain expertise.
- Work on a live issuing platform that directly impacts fintech customers, enabling measurable improvements in performance and revenue, with successes celebrated through data-driven results.

This role offers a unique chance to be part of a fast-paced, innovative environment where your contributions have real business impact and support the future of payments technology.