Technical Account Manager - APAC

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.

• Watch our showcase
• Read up on our $100m Series C
• Learn more about our culture

What will you be doing?

Payment performance & risk mitigation

• Proactively monitor merchant integration and payment performance (authorisation rates, network tokenisation coverage, routing configuration) and flag risk before it becomes a problem.
• Recommend and drive routing/NT/config changes, making the economic case (auth rate, cost) for why they matter.

Integration debugging

• Root-cause complex technical issues hands-on, failures, SDK conflicts, webhook gaps, using logs, traces and API behaviour.
• Loop in Primer engineering only when genuinely needed, rather than as a first resort.

Technical escalation ownership

• Act as an escalated contact during incidents that affect key merchants and require support from someone who has context on their particular payment stack in close contact with Support.
• Deliver RCAs to key merchants post-incident, walk through impacts, and offer recommendations to prevent future exposure.

Enablement & solution design

• Lead technical deep-dives and solution design sessions when a merchant adopts a new PSP connector, payment method, or unreleased Primer product as a design partner.
• Manage the expectation gap through rollout and feed structured, usable feedback back to Product and Engineering.

Proactive technical reviews

• Run recurring technical integration reviews (e.g. quarterly) with each merchant's engineering/payments stakeholders, covering integration health, optimisation opportunities, and risk.

Regulatory & compliance navigation

• Translate changes in card scheme rules or regional regulation (e.g. BNPL rules, PCI requirements) into a concrete technical plan for each affected merchant.

What we'd love to see

• Deep, hands-on technical ability: Comfortable reading API logs and traces, debugging integration issues directly, and writing basic scripts/SQL to investigate issues — acting as a real technical peer to a merchant's engineers.
• Experience in a technical, merchant/customer-facing role: Background as a Technical Account Manager, Solutions Engineer, Support Engineer, Customer Success Manager (technical focus), or Implementation Specialist in payments, fintech, or e-commerce.
• Strong understanding of APIs, webhooks, and SDKs: Ability to explain technical flows clearly to both engineers and non-technical stakeholders.
• A proactive operating style: Comfortable identifying and surfacing risk before being asked, not just responding to tickets.
• Confidence presenting technical material: Comfortable presenting to senior technical stakeholders (VP Engineering, Head of Payments) at enterprise merchants.
• Comfort owning ambiguity: Coordinating across Primer's engineering, product, and support teams without heavy oversight.
• Direct experience with payments infrastructure: Network tokenisation, PSP connectors/routing, or card scheme mechanics.
• Design-partner support experience: Exposure to beta or early-access product rollouts across key merchants.

What this role is explicitly NOT

• Not a renewals or commercial negotiation owner (owned by the Account Manager).
• Not a support/ticket-routing role (the bar is proactive technical ownership, not reactive Q&A).

Typical Interview Process

1. Initial intro call with a Talent Partner
2. Interview with the Hiring Manager
3. Role-contextualised Challenge Stage
4. Final values-alignment interview

Benefits & Culture

• Work from anywhere: Fully remote and globally distributed since day one
• Equity: Competitive share options
• Time off: Flexible holiday policy with a 25-day minimum
• Workspace & Tech: Access to co-working spaces in major cities, £500 home office setup allowance, and top-of-the-line equipment
• Growth: Generous learning budget
• Health: Private Medical Insurance
• Connection: Workations and annual company retreat