Product Support, Analyst 2

Checkout.com; London; On-site; GBP 30,000 - 35,000; Full time

Job summary

A leading company in digital payments is seeking a Product Support Analyst II to deliver exceptional support to merchants. This role requires strong communication and problem-solving skills, along with a technical background in payments. You will troubleshoot issues and collaborate with various teams to enhance service delivery. Join a dynamic team where your contributions will drive customer satisfaction and operational excellence.

Benefits

Hybrid working model

Real ownership

Flexible work environment

Qualifications

• 2+ years in a technical role, ideally within a payments or fintech environment.
• Experience with CRM/ITSM tools like Zendesk, Salesforce, Jira.

Responsibilities

• Troubleshoot and resolve merchant payment issues and technical challenges.
• Serve as a subject matter expert across multiple product areas.
• Partner with Product and Engineering teams to address technical issues.

Skills

Communication

Problem-Solving

Analytical Skills

Critical Thinking

Attention to Detail

Education

Technical Role Experience

Tools

APIs

Postman

JSON

REST

Git

Python

Jira

Zendesk

Job description

Company Description
We are Checkout.com – where the world checks out. For thousands of companies shaping the digital economy, our global digital payments network delivers high-performance payments, processing billions of transactions annually.

We help enterprise businesses boost acceptance rates, combat fraud, and turn payments into a major revenue driver. Headquartered in London and with 19 offices worldwide, Checkout.com is trusted by leading brands such as eBay, DocuSign, Vinted, Uber Eats, Klarna, Wise, Sainsbury’s, Financial Times, Grab, and Sony.

This is a career-defining opportunity at a generation-defining company. At Checkout.com, we set ambitious goals, build with intent, and move at speed – always guided by our values as we write the future of payments.

Our teams work on complex challenges that demand focus, ambition, and accountability. For those who thrive in pursuit of performance, those ready to grow, deliver, and be recognized for it – there’s no better place to be.

Product Support, Analyst II
Position: Level 2, Analyst II

Department: Product Support, Merchant Operations

Our Product Support team plays a key role in delivering exceptional support to merchants by addressing inquiries, resolving issues, and ensuring seamless use of our products and services. This role demands strong communication skills, a deep understanding of payments, and a problem-solving mindset. Using a variety of tools and resources, you will troubleshoot complex issues, guide merchants to effective solutions, and escalate cases as needed, all while maintaining a focus on providing an outstanding merchant experience.

Job Description

• Serve as a subject matter expert across multiple product areas, such as financial experiences, integrations, and payment gateways, providing expertise to internal teams and merchants.
• Troubleshoot and resolve merchant payment issues, technical challenges, and account-related concerns with a focus on timely and accurate resolutions.
• Act as an escalation point for Level 1 Merchant Care teams and Technical Account Managers, resolving complex merchant inquiries and issues through various channels (email, phone, chat).
• Partner with Product and Engineering teams to address and resolve technical issues, identify opportunities for product improvement, and increase team knowledge.
• Collaborate with Operational Excellence teams to document insights, ensure knowledge sharing, and promote best practices among peers.
• Contribute to the continuous improvement of merchant care operations, improving service delivery and customer satisfaction.

Qualifications

• 2+ years in a technical role, ideally within a payments or fintech environment.
• Proficient in APIs and tools like Postman, JSON, YAML, REST, as well as log analysis platforms (e.g., Datadog, Splunk, Influx). Familiarity with coding languages such as HTML, CSS, JavaScript, Git, PHP, Python, Ruby, or Java is highly valued.
• Strong analytical skills to diagnose technical issues and deliver effective solutions.
• Excellent interpersonal skills with a customer-first approach. Ability to communicate complex ideas clearly and work effectively in teams or independently.
• Key competencies include critical thinking, attention to detail, multitasking, and maintaining high service standards in fast-paced environments.
• Experience with CRM/ITSM tools like Zendesk, Salesforce, Jira, or FreshService.
• Familiarity with payment processing systems or related technologies (preferred but not essential).

Additional Information

• Bring all of you to work: We create the conditions for high performers to thrive – through real ownership, fewer blockers, and work that makes a difference from day one.
• Here, you’ll move fast, take on meaningful challenges, and be recognized for the impact you deliver. It’s a place where ambition gets met with opportunity – and where your growth is in your hands.
• We work as one team, and we back each other to succeed. So whatever your background or identity, if you’re ready to grow and make a difference, you’ll be right at home here.
• It’s important we set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable.

Life at Checkout.com

• We understand that work is just one part of your life. Our hybrid working model offers flexibility, with three days per week in the office to support collaboration and connection.
• Curious about what it’s like to be part of our team? Visit our Careers Page to learn more about our culture, open roles, and what drives us.
• For a closer look at daily life at Checkout.com, follow us on LinkedIn and Instagram.

Apply Without Meeting All Requirements Statement

If you don't meet all the requirements but think you might still be right for the role, please apply anyway. We're always keen to speak to people who connect with our mission and values.

We believe in equal opportunities

We work as one team. Wherever you come from. However you identify. And whichever payment method you use.

Our clients come from all over the world — and so do we. Hiring hard-working people and giving them a community to thrive in is critical to our success.

When you join our team, we’ll empower you to unlock your potential so you can do your best work. We’d love to hear how you think you could make a difference here with us.

We want to set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable. We’ll be happy to support you.

Take a peek inside life at Checkout.com via

• Our Culture video https://youtu.be/BEwnpHuadSw
• Our careers page https://www.checkout.com/careers
• Our LinkedIn Life pages bit.ly/3OaoN1U
• Our Instagram https://www.instagram.com/checkout_com/

Seniority level

• Associate

Employment type

• Full-time

Job function

• Customer Service

Referrals increase your chances of interviewing at Checkout.com by 2x

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