Technical Account Manager - EMEA

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. Backed by Sofina, Peak XV Partners, ICONIQ, Tencent, Accel, and Balderton, we're building the payments layer the world's best companies rely on.

Responsibilities

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); Root-cause complex technical issues hands-on, including failures, SDK conflicts, and webhook gaps, using logs, traces and API behaviour; Loop in Primer engineering only when genuinely needed; Act as an escalated technical contact during incidents affecting key merchants, in close contact with Support; Deliver RCAs, walk through impacts and offer recommendations to prevent future exposure to key merchants; Lead technical deep-dives and solution design sessions when merchants adopt a new PSP connector, payment method, or unreleased Primer product; Manage the expectation gap through rollout and feed structured feedback 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; Translate changes in card scheme rules or regional regulation (e.g., BNPL rules, PCI requirements) into concrete technical plans for affected merchants

Requirements

Deep, hands-on technical ability: comfortable reading API logs and traces, debugging integration issues directly, and writing basic scripts/SQL to investigate an issue; Experience in a technical, merchant/customer-facing role (e.g., 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, with the ability to explain technical flows to engineers and non-technical stakeholders; A proactive operating style, identifying and surfacing risk before being asked; Confidence and credibility presenting technical material to senior technical stakeholders (VP Engineering, Head of Payments) at enterprise merchants; Comfortable owning ambiguity and coordinating across engineering, product, and support teams without heavy oversight; Direct experience with payments infrastructure (network tokenisation, PSP connectors/routing, or card scheme mechanics); Design-partner support experience with beta or early-access product rollouts

Benefits

Fully remote and globally distributed work; Competitive share options; Flexible holiday with 25 days minimum to be taken; Co-working space access across major cities; Workations and company retreat; The best equipment for your role; £500 towards home office setup; Generous learning budget; Private medical insurance; A broad set of additional perks and benefits (depending on location)