Support Engineering Manager

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

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 >

Which team will you be joining? You'll be joining Primer's Product Support team, reporting to our Support Lead. Support here isn't a cost centre bolted onto the side of the business — it sits inside Engineering as a full discipline, working alongside the developers who ship Primer's platform. Primer's customers are payments-technical merchants and partners, so the team spends its time in APIs, SDKs, and integration logs as much as in a ticket queue.

The team runs 24/7 across Asia, Europe, and North America, and has grown to the point where one manager can no longer run it alone — which is why this role exists. You and our Support Lead will co-own Support's KPIs, metrics, and processes day-to-day. We run a deliberately low-ego, high-trust team — no dictated training plans, no micromanagement. You're joining at a genuinely interesting moment: due to the team's strong results and delivery on all our KPIs (especially Escalation Ratio and CSAT of 4.8/5), the team is about to expand into new territory as we expand the functions, partners and merchants that we support, so there's real room to shape where we go next.

What will you be doing?

• Co-own Support's day-to-day KPIs, metrics, and processes, with direct accountability for your own group of Support Engineers. Step in when others are not available.
• Manage and coach a growing team of 5 Support Engineers spanning Asia, Europe, and the Americas — their delivery, growth, and performance.
• Drive operational excellence. Hold the team to a consistent bar on quality and pace. Perform QA, and review proposals and RFCs.
• Stay technically credible — dig into APIs, SDKs, and logs yourself, and step in to cover the team during periods of high demand, and on escalations.
• Own triage, escalation, and incident processes for your team, including leading and communicating through severe incidents and their post-mortems.
• Hold the team to a consistent quality and pace bar — review work, and coach rather than just monitor.
• Partner directly with Product and Engineering leadership to surface recurring issues, shape a realistic roadmap, and represent the voice of the customer.
• Identify knowledge and skill gaps across the team and facilitate the training to close them.
• Report on support performance and initiatives to Product & Engineering leadership, with real visibility across the company.

What we're looking forMust-haves:

• 5+ years managing people, running a 24/7, distributed support operation — this is the one piece of experience that's essential for us
• Technical enough to still debug an API integration or work through logs yourself, not just manage people who do.
• A steady, consistent operator — someone reliable day in day out, not just on their best days.
• Strong written and verbal communicator, comfortable presenting to the wider company.
• Experience managing a major incident through to a post-mortem and RCA.
• Familiarity with ticketing systems like Jira, JSM, or Zendesk, and with ITSM and reporting/BI solutions.

Nice-to-haves:

• 1-2 years in payments, or a strong B2B/SaaS background as a substitute.

you may not like it here

• You'll be expected to still do the job yourself when it's busy — reviewing logs, digging into an API issue, especially on escalations or incidents — not just delegate and report up.
• Consistency is graded harder here than almost anywhere else.

A typical interview process

• An initial intro call with a Talent Partner
• An interview with the Hiring Manager
• Challenge Stage - Contextualised to the role
• A final, values-alignment interview

What's the culture like at Primer?

We're building a culture where people can do their best work and be proud of the impact they have. You'll be working with people who are mission-driven, smart, and reflective, and who are genuinely invested in building exceptional products and delivering success for our merchants.

We work remotely, and have done since day one. We believe that building a successful, profitable company goes beyond proximity. We invest in our relationships through great remote working practices and thoughtfully designed face-to-face time, including workations, our annual company retreat, and access to co-working spaces across most major cities.

The work is challenging. Scaleups are a challenge, and building category-defining products is a challenge. But there's a meaningful difference between a challenge and a struggle. At Primer, the right challenge comes with the right support: strong onboarding, a collaborative environment, and a team that is genuinely invested in your success. It's never something you face alone.

Our benefits

• We are fully remote and globally distributed; and have been since day one
• Competitive share options
• Uncapped holiday, with 25 days minimum to be taken
• Co-working space access across major cities
• Workations & Company Retreat
• The best equipment for your role
• £500 towards your home office setup
• Generous learning budget
• Private Medical Insurance
• A broad set of additional perks and benefits (depending on location)

Don’t meet every single requirement?

At Primer, we're dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role but your experience doesn't align perfectly with every qualification listed, we encourage you to apply. You may be the right candidate for this or other roles.

Primer is committed to the equal treatment of all current and prospective employees and adopts a zero-tolerance approach to discrimination, regardless of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, marriage and civil partnership, or any other background or belief.