Primer is hiring a
Senior Support Engineer

Summary

Join us in shaping the future of payments and commerce. Let's pave the way for a world where businesses can fully realise their payment potential.

Requirements

• 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

Responsibilities

• 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

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