Product Support Analyst I

In this role you support merchants and internal teams to resolve payment-related issues, leveraging technical knowledge of payments workflows and APIs. You will collaborate with Product and Engineering to identify recurring problems and improve the support experience. You’ll work across channels to investigate, document, and communicate findings, while upholding SLAs and quality standards. This is a hands-on, problem-solving role with a focus on growing deep product expertise and delivering reliable payment operations.

• Acknowledge and manage tickets in the ticketing system during working hours
• Investigate merchant inquiries and provide updates to stakeholders
• Perform initial investigations and escalate complex issues to higher-level teams
• Update and improve the knowledge base and SOPs
• Maintain solid understanding of products, services, and policies
• Adhere to quality assurance frameworks to ensure consistent care
• Identify and categorize recurring issues and contribute to root-cause analysis
• Suggest and participate in process improvements with Product and Engineering
• Participate in training for new products and provide feedback during onboarding

• Two+ years in technical support within fintech, banking, or similar complex environments
• Experience supporting gateways and card processing, API troubleshooting, and integration issues
• Ability to interpret technical evidence, diagnose problems, and identify patterns
• Strong written and verbal communication skills for merchant and internal stakeholders
• Ownership mindset with a sense of urgency and commitment to quality
• Capability to work with cross-functional teams and follow documented procedures

• Strong communication
• Ownership and accountability
• Curiosity and analytical mindset
• REST API debugging
• Log analysis and data investigation
• Troubleshooting payment flows and transaction data