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Technical Account Manager - EMEA
Contract type
Ongoing
Work mode
Remote
Experience
3 years
Job description
A technical, merchant-facing role at a payments infrastructure company, owning proactive technical performance, integration debugging, escalation and solution design for merchants. The role is explicitly not a commercial negotiation or ticket-routing position.
At a glance
- Work mode
- Remote
- Languages
- English
What you'll do
- Proactively monitor merchant integration and payment performance (authorisation rates, network tokenisation coverage, routing configuration) and flag risk before it becomes a problem
- Recommend and drive routing/NT/config changes, making the economic case (auth rate, cost) for why they matter
- Root-cause complex technical issues hands-on, failures, SDK conflicts, webhook gaps, using logs, traces and API behaviour
- Loop in Primer engineering only when genuinely needed, rather than as a first resort
- Act as an escalated contact during incidents that affect key merchants and require support from someone who has context on their particular payment stack, in close contact with Support
- During and after incidents, be in touch with key merchants to deliver RCAs, walk through any impacts and offer recommendations to prevent future exposure
- Lead technical deep-dives and solution design sessions when a merchant adopts a new PSP connector, payment method, or unreleased Primer product as a design partner
- Manage the expectation gap through rollout and feed structured, usable feedback back to Product and Engineering
- Run recurring technical integration reviews (e.g. quarterly) with each merchant's engineering/payments stakeholders, covering integration health, optimisation opportunities, and risk, independently of any commercial QBR run in partnership with the AM
- Translate changes in card scheme rules or regional regulation (e.g. BNPL rules, PCI requirements) into a concrete technical plan for each affected merchant
What we're looking for
- Deep, hands-on technical ability: comfortable reading API logs and traces, debugging integration issues directly, and writing basic scripts/SQL to investigate an issue — a real technical peer to a merchant's engineers, not a relationship manager with technical vocabulary
- Experience in a technical, merchant/customer-facing role: Technical Account Manager, Solutions Engineer, Support Engineer, Customer Success Manager (technical focused), Implementation Specialist, in payments, fintech, or e-commerce
- Strong understanding of APIs, webhooks, and SDKs: the ability to explain technical flows clearly to both engineers and non-technical stakeholders
- A proactive operating style: comfortable identifying and surfacing risk before being asked, not just responding to tickets
- Confidence and credibility presenting technical material: comfortable presenting to senior technical stakeholders (VP Engineering, Head of Payments) at enterprise merchants
- Comfortable owning ambiguity: coordinating across Primer's engineering, product, and support teams without heavy oversight
- Direct experience with payments infrastructure: network tokenisation, PSP connectors/routing, or card scheme mechanics
Nice to have
- Design-partner support experience: exposure to beta or early-access product rollouts across key merchants
Benefits
- Fully remote and globally distributed; and have been since day one
- Competitive share options
- Flexible 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)
How to get hired
- 1An initial intro call with a Talent Partner
- 2An interview with the Hiring Manager
- 3Challenge Stage - Contextualised to the role
- 4A final, values-alignment interview
Apply
About Primer
The unified infrastructure for global payments
Primer is the unified infrastructure for global payments. We give finance and payments teams the visibility and control to reduce complexity, improve performance, and capture more revenue - all from a single platform.
Key facts
- Payments infrastructure
- Backed by Sofina, Peak XV Partners, ICONIQ, Tencent, Accel, and Balderton
- Raised a $100m Series C
- Fully remote and globally distributed since day one
Partners & customers
SofinaPeak XV PartnersICONIQTencentAccelBalderton
What they value
- Mission-driven
- Smart
- Reflective
- Genuinely invested in building exceptional products and delivering success for merchants