Senior Product Support Engineer
New
P
Primer.ioPayments Infrastructure
Location: Poland Secondary Locations: Hungary, Romania, Portugal, South Africa, UTC 0 / +1Full-TimeSenior
Salary not disclosed
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Job Details
- Required Skills
- PythonSQLJavascriptTypeScriptReactRESTful APIsTroubleshooting
Requirements
- Previous experience in a customer-facing role with a complex API product, ideally in payments or B2B
- Complete understanding of outstanding Customer Support and passion for building a fantastic support experience
- Expertise in troubleshooting, root cause analysis, effort assessment, and postmortem process
- Experience working on On-Call and on Incident Management processes
- Experience in drafting Status Page updates
- Understanding of software testing, infrastructure, and the entire development process
- Experience working in a fast-paced and scaling environment with shifting priorities
- Strong communication and presentation skills
- Ability to work with both technical and non-technical stakeholders
- Empathy and ability to see things from the customer's perspective
- Creativity, improvisational skills, and negotiation abilities
- Ability to read and comprehend JavaScript, SQL, Python, React, or TypeScript code
Responsibilities
- Become a key Senior member of our growing Support Engineering team
- Scope the future of Support by advocating internally on priorities, strategy and roadmaps
- Handling tickets and support requests from merchants
- Translating business requirements into technical solutions and complex concepts into simple language
- Creating first-class documentation for both merchants and internal teams
- Conducting quality assurance and mentoring junior team members
- Work with leadership to implement internal Support frameworks and processes
- Speak with customers face-to-face and over video calls
- Represent the Voice of Customer to prioritize tasks and projects
- Collaborate closely with Product, Engineering, Sales, Customer Success and Operations teams
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