Primer
payments
SeniorProductSupportEngineerAPAC
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Product Support Engineer APAC at Primer. Skills: Product Support, Customer Support, technical solutions, documentation. Become Senior member. Scope Support future”
What You'll Achieve.
reduce complexity; improve performance; capture more revenue
Industry & Context.
troubleshooting; root cause analysis; effort assessment; postmortem process; assess urgency, complexity and impact
UTC 7 - 9 timezone, On-Call, Incident Management processes
What They're Looking For.
Must Have
customer facing role with a complex API product, outstanding Customer Support, end to end, troubleshooting, root cause analysis, effort assessment, postmortem process, software testing, wider infrastructure, entire development process, fast-paced and scaling environment, shifting priorities, last-minute developments, assess urgency, complexity and impact, deciding the priority of a request, working with technical and non-technical counterparts
Nice to Have
payments, B2B, On-Call, Incident Management processes, drafting Status Page updates, JavaScript, SQL, Python, React, TypeScript
What You'll Do.
advocating internally
Translating requirements
Creating documentation
Conducting quality assurance
mentoring junior members
implement internal frameworks
Speaking with customers
Collaborating with teams
responding to requests
How You'll Work.
Team & Collaboration
Collaborating and working closely with our Product, Engineering, Sales, Customer Success and Operations teams
Communication Scope
Great communication & presentations skills; make the complicated sound simple; interact with stakeholders; technical and non-technical; Confidence and ease in working with technical and non-technical counterparts
Full Job Description
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 > https://primer.io/the-primer-showcase Read up on our $100m Series C https://www.primer.io/blog/series-c Learn more about our culture > https://primer.io/careers WHAT WILL THE ROLE INVOLVE? Please note: we are looking for someone to work UTC 7 - 9 timezone. - Become a key Senior member of our growing Support Engineering team at Primer - Scope the future of Support by advocating internally on priorities, strategy and roadmaps - Handling tickets and support requests from merchants - Translating business requirements into technical solutions, and translating complex technical concepts into simple language. - Creating first-class documentation for both merchants and internal teams. - Conducting quality assurance and mentoring junior team members. - Work with leadership to implement internal Support frameworks and processes. - Speaking with our customers face-to-face and over video calls - Be an internal 'Voice of Customer': Represent our customers and be their advocate, using their feedback to prioritise tasks and projects. - Collaborating and working closely with our Product, Engineering, Sales, Customer Success and Operations teams to respond to merchant requests. - Reading and comprehending code across our JavaScript, SQL, Python, React or TypeScript stacks is highly desirable. WHAT ARE WE LOOKING FOR? - Previous experience in a customer facing role with a complex API product, ideally in payments, or B2B. - Complete understanding of what it takes to provide outstanding Customer Support, end to end, as well as a passion for building a fantastic 'Support Experience' -
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