Support Engineering Manager

About the role

Primer is looking for a seasoned Support Engineering Manager to lead its globally distributed Product Support team. You will own day‑to‑day KPIs, coach a group of engineers across three continents, and ensure high‑quality, rapid resolution of technical issues for payments‑focused merchants.

Key responsibilities

• Own support KPIs, metrics and processes, directly managing a team of five Support Engineers.
• Drive operational excellence by maintaining quality standards, reviewing proposals, and performing QA.
• Handle triage, escalation and incident processes, leading communication during severe incidents and post‑mortems.
• Partner with Product and Engineering leadership to surface recurring issues and influence roadmap.

Required profile

• 5+ years managing people in a 24/7, distributed support operation.
• Technical ability to debug API integrations, analyse logs and work through SDKs.
• Strong written and verbal communication, experienced in leading major incidents to post‑mortem.
• Familiarity with ticketing systems (Jira, JSM, Zendesk) and ITSM/BI reporting tools.

Required skills

• APIs and SDKs debugging.
• Jira / Jira Service Management.
• Zendesk ticketing.
• ITSM processes and BI reporting solutions.

What we offer

• Fully remote, globally distributed work environment.
• Competitive share options and uncapped holiday (minimum 25 days).
• Home‑office stipend (£500) and best‑in‑class equipment.
• Generous learning budget, private medical insurance and co‑working space access.