Product Support Engineer II - Remote

Overview

An introduction to Primer, a unified payment infrastructure empowering businesses worldwide to enhance their payment solutions.

In Short

• Act as a core member of the growing Support Engineering team.
• 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.

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.

Benefits

• Fully remote work environment.
• Competitive share options.
• Uncapped holiday, with a minimum of 25 days to be taken.
• Co-working space access.
• Workations and company retreat.
• Top-tier equipment for your role.
• £500 towards your home office setup.
• Generous learning budget.
• Medical insurance.
• A broad set of additional perks and benefits.