Product Support Engineer II

Summary

Join Primer, a leading unified payment infrastructure company, as a Support Engineer and contribute to shaping the future of payments and commerce. You will be part of a globally distributed team providing 24/7 support to merchants, ensuring a seamless customer experience. Your responsibilities will include handling support tickets, translating business needs into technical solutions, creating documentation, representing the customer voice, collaborating with various teams, conducting QA, mentoring junior team members, implementing support frameworks, and directly interacting with customers. Primer offers a remote-first work environment, competitive share options, uncapped holiday, co-working space access, workations, company retreats, the best equipment for your role, a generous learning budget, medical insurance, and a broad set of additional perks and benefits.

Requirements

• Experience in customer-facing roles for complex API products, ideally in payments/B2B
• Strong end-to-end understanding of exceptional customer support
• Skilled in troubleshooting, root cause analysis, and postmortem processes
• Exposure to On-Call duties and incident/status communication
• Familiarity with software testing, development lifecycle, and infrastructure
• Thrives in fast-paced environments with shifting priorities
• Excellent communication, presentation, and stakeholder management skills
• Empathy, creativity, and a proactive, solutions-focused mindset

Responsibilities

• Act as a core member of the growing Support Engineering team at Primer
• Handle merchant support tickets and translate business needs into technical solutions
• Create high-quality documentation for both merchants and internal teams
• Represent the customer voice internally, influencing priorities and roadmaps
• Collaborate cross-functionally with Product, Engineering, Sales, and Ops
• Conduct QA and mentor junior team members
• Help implement support frameworks and internal processes
• Speak directly with customers via calls and video meetings

Benefits

• We are fully remote
• 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
• Medical insurance
• A broad set of additional perks and benefits ( depending on location)