As a Production Support Engineer II at Marqeta, you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services.

You will serve as the first line of contact for our customers, adeptly handling and resolving complex technical issues while translating technical jargon into user-friendly language. Your broad knowledge base across various technologies will be instrumental in addressing a wide range of problems. In addition, you will collaborate with our Engineering teams to manage software updates and bug fixes.

Your role will also involve becoming an expert in all areas of Marqeta's products and services and ensuring that our customers can fully utilise our offerings. As a customer advocate, you will ensure that our customers' needs and concerns are heard and addressed in our product development and service delivery processes. At Marqeta, we value the essential role our Production Support Engineers play in our service delivery chain and look forward to welcoming you to our team.

We work Flexible First. This role can be performed remotely within the UK or from our London office. We’d love for you to join us!

The Impact You’ll Have

Become a Marqeta product expert

Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels

Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues

Work cross-functionally to resolve issues and provide customer care

Provide on-call support for rotations and escalations

Assist in monitoring production transaction volume, functionality, capacity, and performance

Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning

Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvements

Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improve

Who You Are

2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably experience in the card payments industry

Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show empathy, and also be able to converse with both internal and external technical and non-technical stakeholders

Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision

Experience with ticketing systems (such as Salesforce, Jira, Confluence, etc)

Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)

Comfortable working within a Linux environment

Intermediate SQL knowledge (relational database experience preferred)

Scriptwriting - Python, Ruby, Shell, etc

Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, and New Relic

The ability and desire to learn new technologies and tools

Experience in payments and/or accounting systems

Experience working at a high-growth company

Recruiter For This Role

Louise Devlin

Typical Process

Application Submission

Recruiter phone call

Hiring manager video call

Test

Virtual “Onsite” to meet the team

Offer!

Compensation and Benefits

Premium Private Medical and Dental coverage

Generous time off program with additional “Floating Holiday days”

Retirement savings program with company contribution

Equity in a publicly-traded company and an Employee Stock Purchase Program

Monthly stipend to support our remote work model

Annual development stipend to support our people growth and development

Family-forming benefits and up to 20 weeks of Parental Leave

Wellbeing programs i.e. Modern Health, HealthKick and much more…

About Marqeta

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.