Senior Product Support Engineer EMEA

An Introduction to Primer

Primer is the unified infrastructure for global payments. We give finance and payments teams the visibility and control to reduce complexity, improve performance, and capture more revenue - all from a single platform.

Backed by Sofina, Peak XV Partners, ICONIQ, Tencent, Accel, and Balderton, we're building the payments layer the world's best companies rely on.

Watch our showcase >

Read up on our $100m Series C

Learn more about our culture >

WHAT WILL THE ROLE INVOLVE?

Please note: we are looking for someone to work UTC 0 / +1 timezone.

- Become a key Senior member of our growing Support Engineering team at Primer

- Scope the future of Support by advocating internally on priorities, strategy and roadmaps

- Handling tickets and support requests from merchants

- Translating business requirements into technical solutions, and translating complex technical concepts into simple language.

- Creating first-class documentation for both merchants and internal teams.

- Conducting quality assurance and mentoring junior team members.

- Work with leadership to implement internal Support frameworks and processes.

- Speaking with our customers face-to-face and over video calls

- Be an internal 'Voice of Customer': Represent our customers and be their advocate, using their feedback to prioritise tasks and projects.

- Collaborating and working closely with our Product, Engineering, Sales, Customer Success and Operations teams to respond to merchant requests.

- Reading and comprehending code across our JavaScript, SQL, Python, React or TypeScript stacks is highly desirable.

WHAT ARE WE LOOKING FOR?

- Previous experience in a customer facing role with a complex API product, ideally in payments, or B2B.

- Complete understanding of what it takes to provide outstanding Customer Support, end to end, as well as a passion for bui...