Senior Product Support Engineer EMEA

Primer Technologies, Inc.

Job Overview

Location

Poland

Job Type

Full-time

Full Job Description

📋 Description

• Serve as a Senior member of Primer’s Support Engineering team, providing high-level technical support to global merchants using Primer’s unified payments infrastructure.
• Handle and resolve complex merchant support tickets and requests, ensuring timely and accurate solutions aligned with business and technical requirements.
• Translate intricate technical concepts into clear, actionable guidance for both technical and non-technical merchants, enhancing user understanding and reducing friction.
• Create and maintain comprehensive, high-quality documentation for internal teams and external merchants to improve self-service capabilities and reduce repeat inquiries.
• Participate in on-call rotations and incident management processes, including drafting and updating public status pages during service disruptions.
• Conduct root cause analysis and postmortems for incidents, identifying systemic issues and recommending preventative measures to improve platform reliability.
• Act as the internal ‘Voice of Customer,’ collecting and synthesizing merchant feedback to influence product roadmaps, prioritize engineering tasks, and drive improvements in the support experience.
• Collaborate directly with Product, Engineering, Sales, Customer Success, and Operations teams to align on merchant needs and deliver coordinated responses to critical issues.
• Review and comprehend code across JavaScript, SQL, Python, React, and TypeScript stacks to diagnose issues, validate fixes, and provide technically accurate support.
• Mentor and guide junior Support Engineers, conducting quality assurance reviews and fostering a culture of excellence in customer service and technical resolution.
• Work with leadership to design, implement, and refine internal support frameworks, workflows, and escalation protocols to scale team effectiveness.
• Engage in face-to-face and video calls with merchants to understand pain points, build trust, and deliver personalized support at the highest level.
• Assess urgency, complexity, and business impact of incoming requests to prioritize tasks effectively in a fast-paced, scaling environment with shifting priorities.
• Demonstrate empathy and emotional intelligence when interacting with merchants, understanding their unique business contexts and advocating for their needs internally.
• Apply creativity and improvisational problem-solving to navigate ambiguous situations and negotiate solutions that balance merchant needs with technical constraints.
• Maintain a high standard of communication, presenting complex information simply and confidently to stakeholders across technical and non-technical functions.
• Operate autonomously in a fully remote, global team environment, embracing flexibility and accountability in managing workload and deadlines.

🎯 Requirements

• Previous experience in a customer-facing role supporting a complex API product, ideally in payments or B2B SaaS
• Demonstrated expertise in troubleshooting, root cause analysis, incident management, and postmortem processes
• Experience working in on-call rotations and drafting status page updates during outages
• Ability to read and understand code in JavaScript, SQL, Python, React, or TypeScript
• Proven track record of thriving in fast-paced, scaling environments with shifting priorities and ambiguity
• Excellent communication and presentation skills, with ability to simplify technical concepts for diverse audiences

🏖️ Benefits

• Fully remote, globally distributed team with no office requirement
• Competitive share options
• Uncapped holiday policy with a minimum of 25 days required to be taken annually
• Co-working space access worldwide
• Workations and annual company retreats
• £500 towards home office setup
• Generous learning budget for professional development
• Private medical insurance
• Additional location-specific perks and benefits

Skills & Technologies

Python

JavaScript

TypeScript

React

Senior

Remote

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Primer Technologies, Inc.

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About Primer Technologies, Inc.

Primer Technologies is a San Francisco–based fintech infrastructure firm that provides a unified payments platform for online merchants. It offers low-code integrations with global processors, fraud tools, analytics, and checkout orchestration through a single API. The company helps e-commerce businesses add, optimize, and route payments across providers without custom backend work, improving authorization rates and reducing development time. Founded in 2020, Primer serves mid-market to enterprise retailers across Europe, North America, and Asia.

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