Remote Support Engineering Manager - Lead 24/7 Tech Ops

Primer; United Kingdom; Remote; GBP 65,000 - 100,000; Full time

Benefits offered by this job

Private Medical Insurance

Uncapped holiday with 25 days minimum

Job summary

Primer is building the unified payments infrastructure with a global, remote-first team. We are expanding our Product Support function to scale across regions, delivering reliable API and logs-driven support, with a focus on quality, speed, and customer advocacy.

You will own day-to-day KPIs, lead a distributed team of Support Engineers, and partner with Product/Engineering to shape the roadmap and customer experience. This is a high-trust, fully remote role with global impact.

Qualifications

• 5+ years managing people in a 24/7 distributed support operation.
• Technical ability to debug API integrations and review logs.
• Strong communication and consistency in performance.
• Experience handling major incidents to post-mortems and RCA.
• Familiarity with Jira/JSM, Zendesk, and ITSM/reporting tools.

Responsibilities

• Own Support’s day-to-day KPIs, metrics, and processes for your group.
• Coach a growing team across Asia, Europe, and the Americas.
• Drive operational excellence and QA; review proposals and RFCs.
• Dive into APIs, SDKs, and logs during high demand or escalations.
• Lead triage, escalation, and incident processes; post-mortems.
• Partner with Product and Engineering to surface root issues.

Skills

People management

API debugging

Incident management

Communication

Ticketing systems

Jira/JSM

Zendesk

Tools

Jira/JSM

Zendesk

Job description

Primer is building the unified payments infrastructure with a global, remote-first team. We are expanding our Product Support function to scale across regions, delivering reliable API and logs-driven support, with a focus on quality, speed, and customer advocacy.

You will own day-to-day KPIs, lead a distributed team of Support Engineers, and partner with Product/Engineering to shape the roadmap and customer experience. This is a high-trust, fully remote role with global impact.