Support Engineering Manager

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 for Must-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 Support here isn't always exciting — you're managing people who spend their day in a ticket queue, looking at issues, troubleshooting and investigating. Time is of the essence. 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 betwe…