Product Support Engineer II - UTC -5/-6

An Introduction to Primer

We’re the world's first unified payment infrastructure, empowering businesses worldwide to unleash their payment potential. By choosing our platform, merchants can take control over their payment stack, create unique commerce experiences, accelerate their roadmap and increase payment success. We strive to make something complex incredibly simple and intuitive. The world's top investors, including Accel, Balderton, Iconiq, and Tencent, have invested in Primer's vision to rebuild payments and commerce from the ground up.

Join us in shaping the future of payments and commerce.

PLEASE NOTE: This role will be based in UTC -5 or UTC -6 time zones.

Unfortunately we are unable to offer VISA sponsorships or relocation packages at this time.

What team will you be joining?

Our Product Support team is the first line of technical support providing the best customer experience to our merchants.

Reporting to a Team Lead, you’ll join a team of globally-distributed support engineers providing 24/7 coverage in a ‘follow the sun’ model. As part of our wider Engineering department you’ll also work closely with our development and Product teams.

The team relies on our documentation and code base for understanding product behaviour and in deciding if an issue is due to a bug. This is very useful when troubleshooting issues reported by our merchants, who are often technical people that are implementing Primer's solutions.

Our support tooling includes: Jira, Datadog, Metabase, GitLab, LaunchDarkly, Notion amongst others.

What will the role involve?

• 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.

What are we looking for?

• 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.
  

Our interview process

• 30 minute call with a Talent Partner

• 45 minute interview with an Engineering Manager

• Take-home task

• 60 minute final stage interview

What’s the culture like at Primer?

We’re building a culture where people can come and do their best work and enjoy it. We want our people to be proud of the impact that they have at Primer, and of the work that they are doing. You will be working with a team of people who are mission-driven, smart, and reflective, and who are invested in building exceptional products and delivering success for our merchants (and we also know how to have fun along the way).

We work remotely. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships with each other through great remote working practices and thoughtfully designed face-to-face time together. Our heads-together time comes in the form of workations, our annual company retreat, and co-working space access worldwide.

Finally, let’s go ahead and say it. The work that we do is challenging. Startups are a challenge, building category defining products is a challenge. You should be prepared for a challenge at Primer. But, there’s a big difference between a challenge and a struggle. The key difference is that the right challenge comes with the right support structures, an acceptance that not everything always goes to plan, a collaborative environment, and a great team around you. It’s never a challenge that you will face alone.

Our 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)

Don’t meet every single requirement?

At Primer, we’re dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, 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, regardless of background or beliefs—see our diversity commitment statement for more details

Primer adopts a zero-tolerance approach to discrimination.

We are committed to providing equal opportunities to all current and prospective employees regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.