Product Support Analyst I

About the role

The Product Support Analyst I joins Checkout.com’s Merchant Product Support team, acting as the first line of technical assistance for merchants using our payment platform. You will investigate, resolve and triage issues across a range of payment products while collaborating with internal product and engineering teams.

Key responsibilities

• Ticket Management: acknowledge, administer and resolve tickets via the ticketing system while adhering to SLAs.
• Customer Support: investigate and respond to merchant inquiries across instant messaging, email and web forms.
• Investigation & Escalation: analyse payment flows, logs and transaction data to diagnose issues and escalate complex cases to senior analysts or engineering.
• Knowledge Management: use and improve the knowledge base, identify documentation gaps and create SOPs.

Required profile

• Degree in Computer Science, Engineering or related field, or equivalent professional experience.
• Minimum two years of technical support experience, preferably in fintech, banking or other complex technical environments.
• Strong communication skills and ability to work with merchants and internal stakeholders.

Required skills

• Hands‑on experience with payment gateways, card processing and API integration troubleshooting.
• Ability to investigate system logs, REST API calls, webhook failures and tokenisation issues.
• Familiarity with a range of payment methods such as PayPal, Klarna, SEPA, Apple Pay and Google Pay.