Senior Support Engineer

About

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.

What will the role involve?

• 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 building a fantastic 'Support Experience' - i.e. writing clear documentation, collaborating in tickets etc.
• Expertise in troubleshooting, root cause analysis, effort assessment, and postmortem process
• Ideally experience working on On-Call and on Incident Management processes, and in drafting Status Page updates
• An understanding of software testing and wider infrastructure, and a good understanding of the entire development process (design, development and deployment)
• Experience working in a fast-paced and scaling environment, with shifting priorities and last-minute developments. You can assess urgency, complexity and impact, when deciding the priority of a request
• Highly motivated self-starter who values autonomy and getting things done
• Great communication & presentations skills - you can make the complicated sound simple and interact with stakeholders, technical and non-technical, alike
• Confidence and ease in working with technical and non-technical counterparts at some of the largest merchants
• Empathy, and the ability to see things from the customer's perspective
• Creativity and improvisational skills. Great negotiator, and the ability to achieve consensus and know when to compromise

Culture

We’re building a culture where people can come and do their best work and enjoy it. We want our people to be proud of the impact that they have at Primer, and of the work that they are doing. You will be working with a team of people who are mission-driven, smart, and reflective, and who are invested in building exceptional products and delivering success for our merchants (and we also know how to have fun along the way).

We work remotely. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships with each other through great remote working practices and thoughtfully designed face-to-face time together. Our heads-together time comes in the form of workstations, our annual company retreat, and co-working space access worldwide.

Finally, let’s go ahead and say it. The work that we do is challenging. Scaleups are a challenge, building category defining products is a challenge. You should be prepared for a challenge at Primer. But, there’s a big difference between a challenge and a struggle. The key difference is that the right challenge comes with the right support structures, an acceptance that not everything always goes to plan, a collaborative environment, and a great team around you. It’s never a challenge that you will face alone.

Benefits

• We are fully remote and globally distributed; and have been since day one
• Competitive share options
• Uncapped holiday, with 25 days minimum to be taken
• Co-working space access
• Workations & Company Retreat
• The best equipment for your role
• £500 towards your home office setup
• Generous learning budget
• Private Medical Insurance
• A broad set of additional perks and benefits (depending on location)

Interview process

• An initial intro call with a Talent Partner
• An interview with the Hiring Manager
• Challenge Stage - Contextualised to the role
• A final, values-alignment interview

Additional notes

• We are looking for someone to work UTC 0 / +1 timezone
• Our engineering teams work fully remotely and operate within local timezones
• We are remote-first and always will be
• You may not like it here if you enjoy working in an office-setting or are not comfortable with shifting context and navigating ambiguity

Diversity & Inclusion

Primer is dedicated to building a diverse, inclusive, and authentic workplace. We encourage applications even if you don't meet every single requirement. We adopt a zero-tolerance approach to discrimination and provide equal opportunities regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.