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Checkout.com is a global fintech platform powering over 10 billion transactions yearly for companies like eBay, Spotify, Klarna, Uber, and Sony. The Merchant Product Support team is a specialized technical support function that sits between frontline support and specialist Product or Engineering teams, with primary operations in London and regional presence in Dublin, Mexico, Dubai, and Shanghai.
As a Product Support Analyst I, you will be the foundational specialist tier within Merchant Product Support. You will receive and manage merchant and internal requests across channels including instant messaging, email, and web forms. Your core responsibilities include acknowledging requests, investigating and resolving issues within your assigned product scope, applying documented technical procedures, providing clear updates, and working in line with agreed SLAs and quality standards. When issues require deeper expertise, you will engage appropriate internal teams or escalate to Analyst II or Senior Analyst roles with clear evidence and relevant troubleshooting details.
Troubleshooting is at the core of this role. You will investigate payment flows, system logs, transaction data, and other technical evidence to diagnose issues, identify recurring patterns, and understand emerging trends. Investigation areas include advanced financial investigations, payment transaction anomalies, REST API and integration errors, webhook failures, Vault and tokenization issues, authentication, fraud detection logic, gateway and card processing issues, platform errors, and changes in payment performance or authorization rates. You will also support issues affecting payment methods such as PayPal, KNET, Klarna, SEPA, MB WAY, WeChat Pay, Alipay, Apple Pay, and Google Pay.
Key responsibilities include ticket management and administration via the ticketing system; customer support for merchant inquiries and internal stakeholders; initial investigation and appropriate escalation; knowledge management using the existing knowledge base and identifying documentation gaps; maintaining solid product expertise; compliance with quality assurance frameworks; categorizing global queue issues and identifying repetitive problems; reporting procedural problems and participating in feedback loops with Product and Engineering teams; and actively participating in training for new products.
The role is supported by targeted training designed to build deep expertise in payment flows and enable consistently high-quality problem solving. You will 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. The team is passionate about technology and uses state-of-the-art AI capabilities; team members are encouraged to develop and improve AI-enabled tools that make technical investigations more effective.
Checkout.com operates a hybrid working model with three days per week in the office to support collaboration and connection. The company has 20 offices across six continents with London as headquarters.
REQUIREMENTS:
- Bachelor's degree in Computer Science, Technology, Engineering, or related field (equivalent professional experience also considered)
- At least two years of experience in technical support, ideally within Fintech, Banking, Financial Services, or another technically complex environment
- Hands-on experience supporting gateways and card processing
- Ability to troubleshoot APIs and integration errors
- Experience investigating logs and data and diagnosing transaction issues
- Ability to interpret technical evidence, identify patterns, and apply structured problem-solving approaches
- Strong communication skills for managing complex merchant inquiries and collaborating with internal stakeholders
- Demonstrated ownership, strong sense of urgency, technical curiosity, and commitment to quality
- Prior payments experience not required if candidate has strong technical support and troubleshooting foundation
