Senior Product Support Engineer

Job Description

Become a key Senior member of our growing Support Engineering team at Primer. Define the future of Support by advocating internally on priorities, strategy and roadmaps. Handle tickets and support requests from merchants. Translate business requirements into technical solutions, and translating complex technical concepts into simple language. Create first-class documentation for both merchants and internal teams. Conduct quality assurance and mentoring junior team members. Work with leadership to implement internal Support frameworks and processes. Speak 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. Collaborate and work closely with our Product, Engineering, Sales, Customer Success and Operations teams to respond to merchant requests. Proficiency in reading and comprehending code across our JavaScript, SQL, Python, React or TypeScript stacks is highly desirable.

Qualifications

1. Previous experience in a customer-facing role with a complex API product, ideally in payments, or B2B. 2. 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. 3. Expertise in troubleshooting, root cause analysis, effort assessment, and postmortem process. 4. Ideally experience working on On-Call and on Incident Management processes, and in drafting Status Page updates. 5. An understanding of software testing and wider infrastructure, and a good understanding of the entire development process (design, development and deployment). 6. Experience working in a fast-paced and scaling environment, with shifting priorities and last-minute developments. You can assess urgency, complexity and impact, when deciding the priority of a request. 7. Highly motivated self-starter who values autonomy and getting things done. 8. Great communication & presentations skills - you can make the complicated sound simple and interact with stakeholders, technical and non-technical, alike. 9. Confidence and ease in working with technical and non-technical counterparts at some of the largest merchants. 10. Empathy, and the ability to see things from the customer's perspective. 11. Creativity and improvisational skills. Great negotiator, and the ability to achieve consensus and know when to compromise.

Benefits

- 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)*