Global 24/7 Support Engineering Leader

United States Digital Space LLC; United Kingdom; Remote; GBP 85,000 - 120,000; Full time

Benefits offered by this job

Fully remote

Stock options

25 days holiday

Co-working space access

Workations & Company Retreat

High-end equipment for your role

£500 home office setup allowance

Learning budget

Private Medical Insurance

Location-based perks

Job summary

Primer is building the payments layer the world’s best companies rely on. You will co-own a 24/7, distributed Support team across Asia, Europe, and the Americas, owning KPIs, escalation, and incident processes while staying technically credible with APIs and logs.

You’ll partner with Product and Engineering to shape a scalable support operation thatustomer voice is heard and acted upon. You’ll manage a growing team of Support Engineers, drive operational excellence, and mentor staff to maintain

Qualifications

• 5+ years managing people in a 24/7 distributed support operation.
• Ability to debug an API integration or logs, not only manage people.
• Reliable day-in, day-out operator with consistency.
• Strong written and verbal communication; comfortable presenting to the company.
• Experience guiding major incidents through post-mortems and RCAs.

Responsibilities

• Co-own Support's day-to-day KPIs, metrics, and processes for a group of Support Engineers.
• Coach a growing team spanning Asia, Europe, and the Americas on delivery and performance.
• Drive operational excellence with QA, review proposals, and RFCs.
• Stay technically credible by digging into APIs, SDKs, and logs during high demand.
• Own triage, escalation, and incident processes, including post-incident reviews.
• Collaborate with Product and Engineering leadership to surface recurring issues and shape roadmaps.
• Identify knowledge gaps and facilitate training to close them.
• Provide visibility of support performance to Product & Engineering leadership.

Skills

People management

Technical debugging

Strong communicator

Incident management

Tools

Jira

JSM

Zendesk

Job description

Primer is building the payments layer the world’s best companies rely on. You will co-own a 24/7, distributed Support team across Asia, Europe, and the Americas, owning KPIs, escalation, and incident processes while staying technically credible with APIs and logs.

You’ll partner with Product and Engineering to shape a scalable support operation thatustomer voice is heard and acted upon. You’ll manage a growing team of Support Engineers, drive operational excellence, and mentor staff to maintain