Technical Account Manager - EMEA

Primer; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Primer is building the payments layer for global merchants with a strong focus on performance, risk mitigation, and reliability.

In this remote role, you will proactively monitor merchant integrations, debug complex issues, and partner with engineering to design scalable solutions. You will serve as a technical escalation point, delivering RCA and actionable recommendations to protect key merchants.

Qualifications

• Hands-on technical ability to read API logs and traces.
• Experience presenting technical material to senior engineers.

Responsibilities

• Monitor merchant integration and payment performance; flag risks early.
• Drive routing/config changes with business case.
• Root-cause debugging of integration issues; coordinate with Primer engineers.
• Act as escalated contact during incidents affecting key merchants.
• Deliver RCA, impacts, and preventive recommendations.
• Lead deep-dives and design sessions for new PSP connectors or payment methods.
• Capture feedback to Product and Engineering from field deployments.
• Conduct quarterly technical reviews of merchant integrations.
• Translate regulatory changes into concrete technical plans for merchants.

Skills

API logs debugging

Merchant-facing experience

APIs & webhooks

Design-partner support

Payments infrastructure

Cross-team coordination

Stakeholder communication

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 YOU BE DOING?

Payment performance & risk mitigation

• Proactively monitor merchant integration and payment performance (authorisation rates, network tokenisation coverage, routing configuration) and flag risk before it becomes a problem.
• Recommend and drive routing/NT/config changes, making the economic case (auth rate, cost) for why they matter.

Integration debugging

• Root-cause complex technical issues hands-on, failures, SDK conflicts, webhook gaps, using logs, traces and API behaviour.
• Loop in Primer engineering only when genuinely needed, rather than as a first resort.

Technical escalation ownership

• You will act as an escalated contact during incidents that affect key merchants and require support from someone who has context on their particular payment stack. This sort of activity will be done in close contact with Support.
• During and after incidents, you will be in touch with key merchants to deliver RCA’s, walk-through any impacts and offer recommendations to prevent future exposure.

Enablement & solution design

• Lead technical deep-dives and solution design sessions when a merchant adopts a new PSP connector, payment method, or unreleased Primer product as a design partner.
• Manage the expectation gap through rollout and feed structured, usable feedback back to Product and Engineering.

Proactive technical reviews

• Run recurring technical integration reviews (e.g. quarterly) with each merchant's engineering/payments stakeholders, covering integration health, optimisation opportunities, and risk, independently of any commercial QBR run in-partnership with the AM.

Regulatory & compliance navigation

• Translate changes in card scheme rules or regional regulation (e.g. BNPL rules, PCI requirements) into a concrete technical plan for each affected merchant.

WHAT WE’D LOVE TO SEE:

• Deep, hands-on technical ability: comfortable reading API logs and traces, debugging integration issues directly, and writing basic scripts/SQL to investigate an issue — a real technical peer to a merchant's engineers, not a relationship manager with technical vocabulary.
• Experience in a technical, merchant/customer-facing role: Technical Account Manager, Solutions Engineer, Support Engineer, Customer Success Manager (technical focused), Implementation Specialist, in payments, fintech, or e-commerce.
• Strong understanding of APIs, webhooks, and SDKs: The ability to explain technical flows clearly to both engineers and non-technical stakeholders.
• A proactive operating style: Comfortable identifying and surfacing risk before being asked, not just responding to tickets.
• Confidence and credibility presenting technical material: Comfortable presenting to senior technical stakeholders (VP Engineering, Head of Payments) at enterprise merchants.
• Comfortable owning ambiguity: Coordinating across Primer's engineering, product, and support teams without heavy oversight.
• Direct experience with payments infrastructure: network tokenisation, PSP connectors/routing, or card scheme mechanics.
• Design-partner support experience: exposure to beta or early-access product rollouts across key merchants.

WHAT THIS ROLE IS EXPLICITLY NOT

• Not a renewals or commercial negotiation owner, that's the Account Manager.
• Not a support/ticket-routing role, the bar is proactive technical ownership, not reactive Q&A.

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 …