Support Engineering Manager

🔥 14 hours ago

🌐 United Kingdom, South Africa, +5 more countries – Remote

🇬🇧 United Kingdom – Remote 🇿🇦 South Africa – Remote 🇷🇴 Romania – Remote 🇵🇹 Portugal – Remote 🇵🇱 Poland – Remote 🇮🇪 Ireland – Remote 🇭🇺 Hungary – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

👮‍♀️ Software Engineering Manager

🇬🇧 UK Skilled Worker Visa Sponsor

This company has sponsored UK Skilled Worker visas in the past.

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Primer

WebsiteLinkedInAll Job Openings

51 - 200 employees

💳 Fintech

Fintech • Payments

Primer is a company that offers a unified payment infrastructure, enabling businesses to streamline and optimize their payment processes. With its advanced technology, Primer provides solutions for managing payments, boosting conversion, enhancing payment success rates, and creating seamless checkout experiences. The platform is designed to give businesses the flexibility to integrate and customize their payment stack easily, connect with multiple payment services, and deploy fraud prevention tools. Primer aims to accelerate global growth for companies by simplifying payment operations, reducing fraud, and enhancing customer experiences.

📋 Description

• Co-own Support's day-to-day KPIs, metrics, and processes • Manage and coach a growing team of 5 Support Engineers across Asia, Europe, and the Americas • Drive operational excellence and maintain standards for quality and pace • Perform QA and review proposals and RFCs • Debug APIs, SDKs, and logs and cover the team during high demand, escalations, and incidents • Own triage, escalation, and incident processes • Lead communication through severe incidents and post-mortems • Partner with Product and Engineering leadership to surface recurring issues and shape the roadmap • Represent the voice of the customer • Identify knowledge and skill gaps and facilitate training • Report support performance and initiatives to Product and Engineering leadership

🎯 Requirements

• 5+ years managing people and running a 24/7, distributed support operation • Technical ability to debug API integrations and work through logs • Strong written and verbal communication skills • Comfortable presenting to the wider company • Experience managing a major incident through to a post-mortem and RCA • Familiarity with ticketing systems such as Jira, JSM, or Zendesk • Familiarity with ITSM and reporting/BI solutions • 1–2 years in payments, or a strong B2B/SaaS background as a substitute (nice-to-have)

🏖️ Benefits

• Competitive share options • Uncapped holiday, with 25 days minimum to be taken • Co-working space access across major cities • 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) • Strong onboarding • Access to thoughtfully designed face-to-face time