Senior Product Support Engineer

This is a fully remote position, open to applicants in Poland.

📋 Description

• Join our expanding Support Engineering team at Primer as a key Senior member.

• Shape the future of Support by advocating for priorities, strategies, and roadmaps internally.

• Manage tickets and support requests from merchants.

• Convert business requirements into technical solutions, simplifying complex technical concepts.

• Develop top-notch documentation for both merchants and internal teams.

• Conduct quality assurance and provide mentorship to junior team members.

• Collaborate with leadership to establish internal Support frameworks and processes.

• Engage with our customers through face-to-face interactions and video calls.

• Act as the internal 'Voice of Customer': representing our customers and advocating for their needs by utilizing their feedback to prioritize tasks and projects.

• Work closely with our Product, Engineering, Sales, Customer Success, and Operations teams to address merchant requests.

• Reading and understanding code in our JavaScript, SQL, Python, React, or TypeScript stacks is highly desirable.

⛳️ Requirements

• Prior experience in a customer-facing role with a complex API product, preferably in payments or B2B.

• Comprehensive knowledge of what it takes to deliver exceptional Customer Support from start to finish, along with a passion for creating a remarkable 'Support Experience'—including clear documentation and collaboration on tickets.

• Proficiency in troubleshooting, root cause analysis, effort assessment, and postmortem processes.

• Ideally, experience in On-Call and Incident Management processes, as well as drafting Status Page updates.

• Understanding of software testing and broader infrastructure, along with a solid grasp of the entire development lifecycle (design, development, and deployment).

• Experience in a fast-paced, scaling environment with shifting priorities and last-minute changes; able to evaluate urgency, complexity, and impact when prioritizing requests.

• Highly motivated self-starter who values autonomy and is committed to achieving results.

• Excellent communication and presentation skills—able to simplify complex ideas and engage with both technical and non-technical stakeholders.

• Confident and comfortable working with technical and non-technical counterparts at major merchant organizations.

• Empathy and the ability to view situations from the customer's perspective.

• Creativity and improvisational skills, with strong negotiation abilities and the capacity to reach consensus while knowing when to compromise.

🏝️ Benefits

• Competitive share options.

• Unlimited holiday, with a minimum of 25 days to be taken.

• Access to co-working spaces.

• Opportunities for workations and company retreats.

• The best equipment provided for your role.

• £500 contribution towards your home office setup.

• Generous learning budget.

• Private Medical Insurance.

• A wide array of additional perks and benefits (*depending on location*).