Product Support Analyst

Who you are

• The ideal candidate holds a degree in Computer Science, Technology, Engineering, or a related field, although equivalent professional experience will also be considered
• Candidates should have at least two years of experience in technical support, ideally within Fintech, Banking, Financial Services, or another technically complex environment
• Ideal candidates will have hands-on experience supporting gateways and card processing, troubleshooting APIs and integration errors, investigating logs and data, and diagnosing transaction issues
• They should be able to interpret technical evidence, identify patterns, and apply a structured approach to problem solving
• Strong communication skills are essential, as the role involves managing complex merchant enquiries and collaborating effectively with internal stakeholders
• The merchant is always at the centre of our work
• We are looking for people with experience in, and a genuine desire to work in, customer support, helping merchants remove blockers and improve their results
• Successful candidates demonstrate ownership, a strong sense of urgency, technical curiosity, and a commitment to quality
• Comprehensive payments training will be provided, so prior payments experience is not required where the candidate has a strong technical support and troubleshooting foundation

What the job involves

• Merchant Product Support is a specialised global technical support function that sits between frontline support and specialist Product or Engineering teams in the ticket flow
• Our analysts are product specialists aligned to defined Checkout.com product areas and features
• They work closely with Product and Engineering to identify recurring issues, improve product functionality, and strengthen the support experience for each product area
• The team is primarily centred in London, with a strategic regional presence in Dublin, Mexico, Dubai, and Shanghai
• This distribution provides broad coverage across multiple time zones and enables specialised support for merchants and internal teams
• We are passionate about technology and use state-of-the-art AI capabilities to create better outcomes for our customers
• We look for people who are curious, open to new ways of working, and eager to use AI as builders from the outset
• Team members are encouraged to develop and improve AI-enabled tools that make technical investigations more effective and help accelerate solutions
• The Analyst I is the foundational specialist tier within Merchant Product Support
• The role receives and manages merchant and internal requests across channels such as instant messaging, email, and web forms
• Analysts acknowledge requests, investigate and resolve issues within their product scope, apply documented technical procedures, provide clear updates, and work in line with agreed SLAs and quality standards
• When an issue requires deeper expertise, they engage the appropriate internal team or escalate to an Analyst II or Senior Analyst with clear evidence and relevant troubleshooting details
• Troubleshooting is at the core of the role
• Analysts investigate payment flows, system logs, transaction data, and other technical evidence to diagnose issues, identify recurring patterns, and understand emerging trends
• Areas of investigation may include advanced financial investigations, payment transaction anomalies, REST API and integration errors, webhook failures, Vault and tokenisation issues, authentication, fraud detection logic, gateway and card processing issues, platform errors, and changes in payment performance or authorisation rates
• The team also supports issues affecting payment methods such as PayPal, KNET, Klarna, SEPA, MB WAY, WeChat Pay, Alipay, Apple Pay, and Google Pay
• This is a specialist role supported by targeted training designed to build deep expertise in payment flows and enable consistently high-quality problem solving
• Analysts use advanced tools and techniques for technical investigation and API debugging while developing the knowledge required to resolve issues efficiently and help merchants maintain successful payment operations
• Ticket Management: Acknowledge and administer tickets assigned via the ticketing system; remain logged in and active during working hours
• Customer Support: Acknowledge, investigate, and respond to merchant inquiries via the ticketing system, as well as internal stakeholders who engage Merchant Care for technical assistance
• Investigation & Escalation: Perform initial investigations; refer complex concerns to Analyst II, Senior Analysts, or Level 3 teams as appropriate
• Knowledge Management: Resolve tickets using the existing knowledge base, identify documentation gaps, request new SOPs, and keep documentation updated
• Product Expertise: Maintain a solid understanding of products, services, and policies to provide accurate information
• Quality Assurance: Comply with the quality assurance framework to minimize errors and provide consistent care
• Issue Identification: Categorize global queue issues and identify repetitive problems, escalating the likely root causes to the wider team
• Process Improvement: Report procedural problems and participate in feedback loops with Product and Engineering teams
• Product Onboarding: Actively participate in training for new products and provide feedback on process gaps to project groups

Benefits

• 401(k)
• Dental insurance