Hybrid Product Support Analyst I - Payments & APIs

Checkout.com; Greater London; Hybrid; GBP 32,000 - 42,000; Full time

Job summary

Checkout.com in London is hiring an Analyst I for Merchant Product Support. You will handle merchant and internal requests across channels, investigate issues in payment flows, and apply documented procedures to resolve problems within SLA.

You’ll collaborate with Product and Engineering to improve payment experiences. The role emphasizes analyzing payment transactions, logs, and API behavior, with training provided to build deep product expertise and enable high-quality support for a range of

Qualifications

• Ideal candidate holds a degree in Computer Science, Technology, Engineering, or a related field; equivalent professional experience considered.
• At least two years of experience in technical support, ideally Fintech, Banking, Financial Services, or similarly complex environments.
• Hands-on experience supporting gateways and card processing, troubleshooting APIs and integration errors, investigating logs and data, and diagnosing transaction issues.

Responsibilities

• Ticket Management: Acknowledge and administer tickets; stay logged in during working hours.
• Customer Support: Acknowledge, investigate, and respond to merchant inquiries via ticketing system and internal stakeholders.
• Investigation & Escalation: Conduct initial investigations and escalate complex concerns to Analyst II or Senior Analyst.
• Knowledge Management: Use knowledge base, request SOPs, and keep documentation updated.
• Product Expertise: Maintain solid understanding of products, services, and policies.
• Quality Assurance: Adhere to QA framework to minimize errors and ensure consistent care.
• Issue Identification: Categorize global queue issues and identify recurring problems for escalation.
• Process Improvement: Report issues and provide feedback to Product and Engineering teams.
• Product Onboarding: Participate in training for new products and provide feedback on process gaps.

Skills

Technical support

Troubleshooting

Payment gateways

Education

Bachelor's degree in Computer Science, Technology, Engineering, or related field

Job description

Checkout.com in London is hiring an Analyst I for Merchant Product Support. You will handle merchant and internal requests across channels, investigate issues in payment flows, and apply documented procedures to resolve problems within SLA.

You’ll collaborate with Product and Engineering to improve payment experiences. The role emphasizes analyzing payment transactions, logs, and API behavior, with training provided to build deep product expertise and enable high-quality support for a range of