Technical Account Manager - EMEA

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 during and after incidents, 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 and payments stakeholders, covering integration health, optimisation opportunities, and risk.

Regulatory & compliance navigation

• Translate changes in card scheme rules or regional regulations (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 an issue.
• Technical, merchant/customer-facing experience: Proven track record as a Technical Account Manager, Solutions Engineer, Support Engineer, Technical CSM, 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.
• Proactive operating style: Comfortable identifying and surfacing risk before being asked, rather than reacting to tickets.
• Technical credibility: Comfortable presenting technical material to senior technical stakeholders (VP Engineering, Head of Payments) at enterprise merchants.
• Comfortable owning ambiguity: Able to coordinate across Primer's engineering, product, and support teams without heavy oversight.
• Payments infrastructure experience: Direct exposure to 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 (that's the Account Manager).
• Not a reactive support/ticket-routing role; the requirement is proactive technical ownership.

A 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

Benefits & Culture

• Fully Remote: Global distributed team since day one
• Equity: Competitive share options
• PTO: Flexible holiday policy with a 25-day minimum requirement
• Workplace Perks: Access to co-working spaces in major cities & £500 home office setup allowance
• Retreats: Company retreats and workation opportunities
• Growth: Generous learning budget
• Healthcare: Private Medical Insurance
• Equipment: Top-of-the-line hardware provided