Support Engineering Manager

An Introduction to PrimerPrimer 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 CLearn more.

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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.