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 >

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.

• 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.

Our engineering teams work fully remotely and operate within local timezones - if you are not based in the above countries listed but would still like to apply please let us know in your application

• 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

We're building a culture where people can do their best work and be proud of the impact they have. You'll be working with people who are mission-driven, smart, and reflective, and who are genuinely invested in building exceptional products and delivering success for our merchants.
We work remotely, and have done since day one. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships through great remote working practices and thoughtfully designed face-to-face time, including workations, our annual company retreat, and access to co-working spaces across most major cities.
The work is challenging. Scaleups are a challenge, and building category-defining products is a challenge. But there's a meaningful difference between a challenge and a struggle. At Primer, the right challenge comes with the right support: strong onboarding, a collaborative environment, and a team that is genuinely invested in your success. It's never something you face alone.

🌍 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 across major cities
📅 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)

At Primer, we're dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification listed, we encourage you to apply. You may be the right candidate for this or other roles.
Primer is committed to the equal treatment of all current and prospective employees and adopts a zero-tolerance approach to discrimination, regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage and civil partnership, or any other background or belief.