Product Support Analyst I

About This Opportunity

We are representing a confidential fintech organization in their search for a Product Support Analyst I based in London. Our client processes payments at global scale, and this role sits within a specialized technical support function that bridges frontline support and engineering teams.

As a recruiting partner, our talent team works directly with candidates throughout the entire process—from initial screening through offer negotiation. You'll apply through Get A Job.ai, work with one of our dedicated recruiters, and we'll represent you to the client when the time is right.

Responsibilities

• Manage and investigate merchant and internal technical requests via ticketing systems, instant messaging, email, and web forms
• Troubleshoot payment flows, system logs, transaction data, and technical evidence to diagnose issues and identify patterns
• Investigate payment transaction anomalies, REST API integration errors, webhook failures, tokenization issues, authentication problems, and fraud detection logic
• Support alternative payment methods including digital wallets, bank transfers, and regional payment solutions
• Perform initial technical investigations and escalate complex issues to senior analysts or engineering teams with clear evidence and troubleshooting details
• Maintain and update knowledge base documentation, identify gaps, and request new standard operating procedures
• Comply with quality assurance frameworks to ensure consistent, accurate support delivery
• Categorize issues, identify repetitive problems, and escalate root cause analysis to product and engineering teams
• Participate in training for new products and provide feedback on process improvements

What We're Looking For

• Degree in Computer Science, Technology, Engineering, or related field (or equivalent professional experience)
• At least 2 years of experience in technical support, ideally within fintech, banking, financial services, or technically complex environments
• Hands-on experience supporting gateways and card processing, troubleshooting APIs and integration errors
• Proven ability to investigate logs and data, diagnose transaction issues, and interpret technical evidence
• Strong structured problem-solving skills with ability to identify patterns and apply systematic approaches
• Excellent communication skills for managing complex merchant inquiries and collaborating with internal stakeholders
• Customer-focused mindset with genuine desire to help clients remove blockers and improve results
• Demonstrated ownership, sense of urgency, technical curiosity, and commitment to quality
• Openness to AI-enabled tools and modern support technologies

How We Work With You

When you apply through Get A Job.ai, one of our experienced recruiters will review your profile and conduct an initial screening call. We'll discuss your technical background, troubleshooting experience, and career goals to ensure strong alignment with this opportunity.

Once we've confirmed mutual interest, we'll prepare and submit your candidacy to our client with a comprehensive introduction that highlights your relevant skills. Throughout the interview process, we'll provide coaching, feedback, and guidance.

Important: Please do not attempt to contact the client directly. All communication and coordination should go through your Get A Job.ai recruiter to ensure a smooth, professional process.

Pay

Compensation details will be discussed during the screening process with your Get A Job.ai recruiter.

Equal Opportunity: Get A Job.ai is committed to creating an inclusive recruitment experience. We evaluate all candidates based on qualifications and merit. If you need any accommodations during the application or interview process, please let your recruiter know.