Support Engineering Manager - Primer

An Introduction to Primer

Primer is the unified infrastructure for global payments. We give finance and payments teams the visibility and control to reduce complexity, improve performance, and capture more revenue — all from a single platform.

Backed by Sofina, Peak XV Partners, ICONIQ, Tencent, Accel, and Balderton, we're building the payments layer the world's best companies rely on.

Which team will you be joining?

You'll be joining Primer's Product Support team, reporting to our Support Lead. Support here isn't a cost centre bolted onto the side of the business — it sits inside Engineering as a full discipline, working alongside the developers who ship Primer's platform. Primer's customers are payments-technical merchants and partners, so the team spends its time in APIs, SDKs, and integration logs as much as in a ticket queue.

The team runs 24/7 across Asia, Europe, and North America, and has grown to the point where one manager can no longer run it alone — which is why this role exists. You and our Support Lead will co-own Support's KPIs, metrics, and processes day-to-day. We run a deliberately low-ego, high-trust team — no dictated training plans, no micromanagement. You're joining at a genuinely interesting moment: due to the team's strong results and delivery on all our KPIs (especially Escalation Ratio and CSAT of 4.8/5), the team is about to expand into new territory as we expand the functions, partners, and merchants that we support.

What will you be doing?

• Co-own Support's day-to-day KPIs, metrics, and processes, with direct accountability for your own group of Support Engineers. Step in when others are not available.
• Manage and coach a growing team of 5 Support Engineers spanning Asia, Europe, and the Americas — their delivery, growth, and performance.
• Drive operational excellence. Hold the team to a consistent bar on quality and pace. Perform QA, and review proposals and RFCs.
• Stay technically credible — dig into APIs, SDKs, and logs yourself, and step in to cover the team during periods of high demand, and on escalations.
• Own triage, escalation, and incident processes for your team, including leading and communicating through severe incidents and their post-mortems.
• Partner directly with Product and Engineering leadership to surface recurring issues, shape a realistic roadmap, and represent the voice of the customer.
• Identify knowledge and skill gaps across the team and facilitate the training to close them.
• Report on support performance and initiatives to Product & Engineering leadership, with real visibility across the company.

What we're looking for

Must-haves:

• 5+ years managing people, running a 24/7, distributed support operation — this is essential for us.
• Technical capability to debug an API integration or work through logs yourself.
• A steady, consistent operator — someone reliable day in, day out.
• Strong written and verbal communicator, comfortable presenting to the wider company.
• Experience managing a major incident through to a post-mortem and RCA.
• Familiarity with ticketing systems like Jira, JSM, or Zendesk, and with ITSM and reporting/BI solutions.

Nice-to-haves:

• 1-2 years in payments, or a strong B2B/SaaS background as a substitute.

You may not like it here if

• Support here isn't always exciting — you're managing people who spend their day in a ticket queue, looking at issues, troubleshooting, and investigating under time constraints.
• You'll be expected to still do hands-on work when it's busy — reviewing logs, digging into API issues — not just delegate and report up.
• Consistency is graded harder here than almost anywhere else.

Typical interview process

• Initial intro call with a Talent Partner
• Interview with the Hiring Manager
• Challenge Stage (contextualised to the role)
• Final values-alignment interview

Culture & Benefits

• Fully Remote: Distributed workspace, company retreats, workations, and co-working pass access
• Equity: Competitive share options
• Time Off: Uncapped holiday allowance (minimum 25 days required)
• Hardware & Setup: Premier equipment plus £500 towards your home office setup
• Growth: Generous learning budget
• Health: Private Medical Insurance
• Additional perks depending on your location