Support Engineer

Summary

Join Primer's growing Support Engineering team as a fully remote employee based anywhere in EMEA time zones. You will be a key member, scoping the future of support, handling merchant tickets, translating technical concepts, creating documentation, conducting quality assurance, and mentoring junior team members. The role involves collaborating with various teams, representing the customer's voice, and working in a fast-paced environment. Previous customer-facing experience with complex API products, particularly in payments or B2B, is required. Strong communication and troubleshooting skills are essential. Primer offers competitive benefits, including uncapped holiday, co-working space access, generous learning budget, and medical insurance.

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
• 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

• Become a key 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

Preferred Qualifications

• Reading and comprehending code across our JavaScript, SQL, Python, React or TypeScript stacks is highly desirable
• Ideally experience working on On-Call and on Incident Management processes, and in drafting Status Page updates

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)