Product Support Analyst I

Company Description We’re Checkout.com . You might not know our name, but companies like eBay, Spotify, Klarna, Uber, and Sony do, because we’re behind many of the digital experiences you use every day. We are where the world checks out, enabling over 10 billion transactions yearly for more than one billion global shoppers. Whether you want to book a holiday, order food, renew a subscription, or check out online, there’s a good chance our tech powers the payments behind the scenes. Our platform helps the most ambitious businesses deliver effortless digital experiences, at scale. If you want to do career-defining work, you’ve come to the right place. We move fast, think globally, and believe great teams are built by hiring exceptional people with conviction, curiosity, and the desire to make an impact. With 20 offices across six continents and London as our HQ, we’re shaping the future of fintech – and we’re just getting started. 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. The Team 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. Role Overview 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. Troubleshoot