Support Specialist

Our Company

NymCard’s mission is to enable fintech and financial innovators to launch frictionless payment programmes with our modern infrastructure, at record speed. Our open API modern card issuing platform provides flexibility and control to issue cards, authorise transactions, and manage payment operations with just one integration and one partner.

We are a team of industry experts and technology innovators who take a dynamic approach to solving complex industry challenges. NymCard has an open and collaborative work environment and together we make up the NymCardian Nation. We power possibilities for our customers and each other by bringing the best talent together to do the best quality work we can.

The Role

We are hiring a Support Specialist (L1) to provide front-line application and production support for NymCard’s issuing platform. You will be the first responder for incidents and service requests across ticketing, alerts, and chat, triaging issues, reproducing problems, resolving standard cases via runbooks, and escalating to L2 or Engineering with clear steps, logs, and impact. The role operates in a 24/7 shift rotation and requires strong ownership of SLAs during your window.

You will monitor platform and integration health including ISO 8583 message flows, APIs, jobs, and queues, perform sanity checks after releases and cutovers, validate data with SQL, and review logs on Unix or Linux hosts. You will keep ticket hygiene high with accurate notes and timelines, maintain knowledge base articles and handover notes, and contribute to post-incident reviews so fixes and workarounds are captured and reused. Success in this role looks like fast and accurate first-time resolution, clean escalations that unblock L2 quickly, and stable operations throughout your shift.

What You’ll Be Doing

• Triage and resolve L1 incidents and service requests, keep tickets updated, and communicate status to stakeholders
• Monitor application health, jobs, and integrations, and raise timely escalations for performance or availability issues
• Execute standard operational tasks and health checks, follow runbooks, and suggest improvements where needed
• Investigate issues using SQL queries for data validation and reconciliation
• Review logs and processes on Unix or Linux hosts, collect evidence, and document steps taken
• Support sanity checks after releases and changes, coordinate with Operations during cutovers
• Perform ISO 8583 message checks where required, capture samples for L2 analysis
• Maintain knowledge base articles, known error records, and handover notes between shifts
• Provide ad hoc weekend or after-hours support when scheduled, participate in a fair rotation
• Collaborate with Operations, Product Support, and Engineering to ensure clear escalation paths and handoffs

What You Bring

• 2 to 4 years in L1 application or production support in payments or banking
• Working experience with ISO 8583, and familiarity with card or transaction flows
• Hands-on with Unix or Linux, comfortable with basic shell use and log review
• Ability to write and run SQL queries, experience with Oracle, PostgreSQL, or MongoDB
• Understanding of web and network basics such as HTTP and TCP IP
• Clear written and verbal communication, strong ticket hygiene, and attention to detail
• Willingness to work in rotational shifts including nights and weekends
• Nice to have: basic scripting in shell or Python, exposure to Java or C++ environments, ITIL awareness 

Bonus Points

• Hybrid working model: In-office collaboration for design reviews, workshops, and team days, with flexible remote time for deep work. Clear expectations on core hours and availability.
• Ownership and growth: Small teams and direct access to decision makers. End-to-end responsibility for your area, support for certifications and learning, and progression based on outcomes.
• Cross-border exposure: Work with clients and partners across MENA and beyond. Gain hands-on experience with schemes, banks, and regulators, and broaden your domain expertise.
• Real product and business impact: Build for a live issuing platform used by fintechs. See measurable results on performance and revenue within weeks, and celebrate wins backed by data.