Support Engineering Manager

Primer
United Kingdom, Poland, South Africa, Portugal
Workplace: RemoteFull timeFunction: Product ManagementExperience: 5+ yearsSkills: ["Communication","Coaching","Operational excellence","Reliability","Cross-functional collaboration"]

Lead Primer’s Product Support team within Engineering, co-owning 24/7 support KPIs, metrics, and processes. Manage and coach a distributed group of Support Engineers across Asia, Europe, and the Americas, driving operational excellence through QA, incident management, and post-mortems. Stay hands-on with APIs, SDKs, and integration logs, partner with Product and Engineering leadership on recurring issues, and represent the voice of the customer as the support function expands.

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Primer
Primer
6 hours ago

Support Engineering Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Lead Primer’s Product Support team within Engineering, co-owning 24/7 support KPIs, metrics, and processes. Manage and coach a distributed group of Support Engineers across Asia, Europe, and the Americas, driving operational excellence through QA, incident management, and post-mortems. Stay hands-on with APIs, SDKs, and integration logs, partner with Product and Engineering leadership on recurring issues, and represent the voice of the customer as the support function expands.
Location: United Kingdom, Poland, South Africa, Portugal
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Manager level

Key Responsibilities

  • •Co-own Support KPIs, metrics, and processes, with accountability for your group of Support Engineers and coverage when others are unavailable.
  • •Manage and coach a distributed team of 5 Support Engineers across Asia, Europe, and the Americas, driving delivery, growth, and performance.
  • •Drive operational excellence through QA, reviewing proposals/RFCs, and maintaining consistent quality and pace.
  • •Own triage, escalation, and incident processes, including leading severe incidents and running post-mortems.
  • •Partner with Product and Engineering leadership to surface recurring issues, shape a realistic roadmap, and represent the voice of the customer.

Pay and Benefits

Perks:EquityPaid LeavePrivate MedicalLearning BudgetHome OfficeCo-working Access

Key Requirements

  • •5+ years managing people and running a 24/7, distributed support operation.
  • •Technical enough to debug API integrations and work through logs directly.
  • •Experience managing a major incident through to post-mortem and RCA.
  • •Strong written and verbal communication, comfortable presenting across the company.
  • •Familiarity with Jira/JSM/Zendesk and ITSM plus reporting/BI solutions.
Experience:5+ years24/7 supportB2B SaaS
Skills:CommunicationCoachingOperational excellenceReliabilityCross-functional collaboration
Tech Stack:APIsSDKsLogsJiraJSMZendeskITSMRCARFC

Company Brief

Primer
Provides a unified, no-code / low-code payments infrastructure and orchestration platform that lets merchants connect, automate and optimise payment flows across processors, methods and partners to improve conversion and reduce friction.
Industry: Fintech Infrastructure
Company Size: Medium (51 to 250 employees)
Growth: Scaleup
Valuation: USD 250M to 500M
Funding: Series B
Headquarters: London, United Kingdom
Founded: 2020
WebsiteLinkedInGlassdoor