[Hiring] Senior Product Support Engineer @Primer.io

Role Description

• Become a key Senior member of our growing Support Engineering team at Primer.
• Scope the future of Support by advocating internally on priorities, strategy, and roadmaps.
• Handling tickets and support requests from merchants.
• Translating business requirements into technical solutions, and translating complex technical concepts into simple language.
• Creating first-class documentation for both merchants and internal teams.
• Conducting quality assurance and mentoring junior team members.
• Work with leadership to implement internal Support frameworks and processes.
• Speaking with our customers face-to-face and over video calls.
• Be an internal 'Voice of Customer': Represent our customers and be their advocate, using their feedback to prioritise tasks and projects.
• Collaborating and working closely with our Product, Engineering, Sales, Customer Success, and Operations teams to respond to merchant requests.
• Reading and comprehending code across our JavaScript, SQL, Python, React, or TypeScript stacks is highly desirable.

Qualifications

• Previous experience in a customer-facing role with a complex API product, ideally in payments, or B2B.
• Complete understanding of what it takes to provide outstanding Customer Support, end to end, as well as a passion for building a fantastic 'Support Experience' - i.e. writing clear documentation, collaborating in tickets etc.
• Expertise in troubleshooting, root cause analysis, effort assessment, and postmortem process.
• Ideally experience working on On-Call and on Incident Management processes, and in drafting Status Page updates.
• An understanding of software testing and wider infrastructure, and a good understanding of the entire development process (design, development, and deployment).
• Experience working in a fast-paced and scaling environment, with shifting priorities and last-minute developments.
• Highly motivated self-starter who values autonomy and getting things done.
• Great communication & presentation skills - you can make the complicated sound simple and interact with stakeholders, technical and non-technical, alike.
• Confidence and ease in working with technical and non-technical counterparts at some of the largest merchants.
• Empathy, and the ability to see things from the customer's perspective.
• Creativity and improvisational skills. Great negotiator, and the ability to achieve consensus and know when to compromise.

Requirements

• Must be able to work in UTC 0 / +1 timezone.

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.
• 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).