Primer
payments
SeniorProductSupportEngineerEMEA
Neural analysis suggests this role is
optimal for Senior candidates.
“Senior Product Support Engineer EMEA at Primer. Skills: Product Support, Customer Support, API product support, Technical solutions, Code comprehension. Handling tickets and support requests from merchants. Creating first-class documentation for both merchants and internal teams”
What You'll Achieve.
Improve performance; Capture more revenue; Provide outstanding Customer Support; Build a fantastic 'Support Experience'
Industry & Context.
Troubleshooting; Root cause analysis; Translating business requirements into technical solutions
Work UTC 0 / +1 timezone, On-Call, Incident Management processes
What They're Looking For.
Must Have
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, Expertise in troubleshooting, root cause analysis, effort assessment, and postmortem process, An understanding of software testing and wider infrastructure, and a good understanding of the entire development process (design, development and deployment), Experience working in a fast-paced and scaling environment, with shifting priorities and last-minute developments, Highly motivated self-starter who values autonomy and getting things done, Great communication & presentations skills, Confidence and ease in working with technical and non-technical counterparts at some of the largest merchants, Empathy, and the ability to see things from the customer's perspective, Creativity and improvisational skills, Great negotiator, and the ability to achieve consensus and know when to compromise
Nice to Have
Reading and comprehending code across our JavaScript, SQL, Python, React or TypeScript stacks is highly desirable, Ideally experience working on On-Call and on Incident Management processes, and in drafting Status Page updates
What You'll Do.
Handling tickets and support requests from merchants
Creating first-class documentation for both merchants and internal teams
Conducting quality assurance
Representing customers and being their advocate
Using customer feedback to prioritise tasks and projects
How You'll Work.
Team & Collaboration
Collaborating and working closely with our Product, Engineering, Sales, Customer Success and Operations teams to respond to merchant requests; Working with leadership to implement internal Support frameworks and processes
Communication Scope
Great communication & presentations skills; Making the complicated sound simple; Interacting with stakeholders, technical and non-technical, alike
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 0 / +1 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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