Merchant Care Analyst – Fintech Technical Support

About the role

The Merchant Care Analyst I is the entry‑level role within Checkout.com’s Merchant Care team, responsible for delivering prompt and accurate responses to merchant inquiries across multiple channels. You will handle tickets from merchants and internal stakeholders, ensuring issues are resolved or escalated appropriately within the payments product scope.

Key responsibilities

• Acknowledge and manage tickets assigned via the ticketing system, staying active during working hours.
• Investigate and respond to merchant inquiries and internal stakeholder requests for technical assistance.
• Perform initial investigations and refer complex cases to Analyst II, Senior Analysts, or Level 3 teams with full context.
• Resolve tickets using the existing knowledge base, identify documentation gaps and request new SOPs.
• Maintain up‑to‑date knowledge of Checkout.com’s products, services and policies to provide accurate information.
• Categorise issues in the global queue, identify repetitive problems and flag likely root causes.
• Report procedural problems and collaborate with Product and Engineering teams on feedback loops.

Required profile

• Minimum 2 years of experience in technical support or operations, preferably in fintech, banking or financial services.
• Degree in Computer Science, Engineering, Data or related field, or equivalent professional experience.
• Strong understanding of the end‑to‑end payment flow and ability to break down merchant‑reported symptoms methodically.
• Excellent written and verbal communication skills, capable of translating technical issues into business terms.
• Ability to manage a live workload against SLA countdowns while maintaining high service standards.
• Proven ability to work independently and collaborate across teams, seeking guidance proactively.

Required skills

• API troubleshooting with Postman.
• Log and event analysis using Datadog.
• Data querying with Looker, Snowflake or SQL.
• Secure environment access tooling such as Guacamole.
• Customer service platforms like Zendesk and Salesforce.
• Familiarity with CRM tools.