Support Specialist

NymCard is on a mission to empower fintech and financial innovators by enabling them to launch seamless payment programs quickly through our modern infrastructure. Our open API card issuing platform offers flexibility and control to issue cards, authorize transactions, and manage payment operations—all through a single integration and partner. We are a team of industry experts and technology innovators committed to solving complex challenges in a collaborative and dynamic environment. Together, we create possibilities for our customers and ourselves by bringing top talent together to deliver high-quality work.

We are currently seeking a Support Specialist (L1) to provide front-line application and production support for NymCard’s issuing platform. This role involves being the first responder to incidents and service requests via ticketing systems, alerts, and chat. You will triage issues, reproduce problems, resolve standard cases using runbooks, and escalate more complex issues to Level 2 or Engineering teams with clear documentation. The position requires working in a 24/7 shift rotation and taking strong ownership of service level agreements (SLAs) during your shift.

You will monitor platform and integration health, including ISO 8583 message flows, APIs, jobs, and queues. Responsibilities include performing sanity checks after releases and cutovers, validating data using SQL, and reviewing logs on Unix or Linux hosts. Maintaining high-quality ticket documentation, updating knowledge base articles, and contributing to post-incident reviews are essential to ensure fixes and workarounds are captured for future use. Success in this role means delivering fast and accurate first-time resolutions, clean escalations that enable L2 teams to act quickly, and ensuring stable platform operations throughout your shift.

Key Responsibilities:
- Triage and resolve L1 incidents and service requests, maintain ticket updates, and communicate status to stakeholders.
- Monitor application health, jobs, and integrations; escalate performance or availability issues promptly.
- Execute standard operational tasks and health checks by following runbooks and suggesting improvements.
- Investigate issues using SQL queries for data validation and reconciliation.
- Review logs and processes on Unix or Linux hosts, collect evidence, and document actions taken.
- Support sanity checks after releases and coordinate with Operations during cutovers.
- Perform ISO 8583 message checks and capture samples for Level 2 analysis.
- Maintain knowledge base articles, known error records, and handover notes between shifts.
- Provide ad hoc weekend or after-hours support as part of a fair rotation.
- Collaborate with Operations, Product Support, and Engineering teams to ensure clear escalation paths and handoffs.

Required Qualifications:
- 2 to 4 years of experience in L1 application or production support within payments or banking sectors.
- Working knowledge of ISO 8583 and familiarity with card or transaction flows.
- Hands-on experience with Unix or Linux environments, including basic shell usage and log review.
- Ability to write and execute SQL queries; experience with Oracle, PostgreSQL, or MongoDB databases.
- Understanding of web and network fundamentals such as HTTP and TCP/IP protocols.
- Strong written and verbal communication skills, with excellent ticket hygiene and attention to 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 is a plus.
- Awareness of ITIL processes is advantageous.
- Hybrid working model combining in-office collaboration for design reviews, workshops, and team days with flexible remote work for focused tasks. Clear expectations on core hours and availability.
- Opportunity for ownership and growth within small teams, direct access to decision-makers, and end-to-end responsibility for your area. Support for certifications, learning, and career progression based on outcomes.
- Exposure to cross-border clients and partners across MENA and beyond, gaining hands-on experience with schemes, banks, and regulators to broaden domain expertise.
- Work on a live issuing platform used by fintechs, with measurable impact on performance and revenue within weeks, celebrating data-backed successes.

This role offers a unique chance to contribute to a fast-paced fintech environment, working with cutting-edge technology and a collaborative team dedicated to innovation and excellence.