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About the Role

As a Production Support Engineer II at Marqeta, you will be the first line of contact for customers, resolving complex technical issues and ensuring seamless operation of our products and services. You will translate technical jargon into user-friendly language, collaborate with Engineering on software updates and bug fixes, and become an expert in Marqeta's offerings to ensure customers can fully utilize them. You will act as a customer advocate, ensuring their needs are heard and addressed in product development and service delivery.

Responsibilities

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

Requirements

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

Skills

Technical Support
Production Support
IT Support
B2B customer support
Card payments industry
Written communication
Verbal communication
Listening
Empathy
Technical stakeholder communication
Non-technical stakeholder communication
Ticketing systems (Salesforce, Jira, Confluence)
API technologies
Troubleshooting
cURL
HTTP response codes
Linux environment
SQL
Relational databases
Scriptwriting (Python, Ruby, Shell)
Logging tools (Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, New Relic)
Monitoring tools (Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, New Relic)
Learning new technologies
Payments systems
Accounting systems

Location

Remote (UK)
London

Work Type

Remote
Hybrid

Experience Level

2-3+ years

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 the Company

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.

Equal Opportunity

Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants regardless of race, ancestry, national origin, color, Indigenous, citizenship, religion/creed, sex, sexual orientation, gender identity, gender expression marital status, family status, disability, veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by applicable law.
Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.
If you require reasonable accommodation for the application process and beyond (including due to a disability), please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law.
The Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.
Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements.
Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request.
Marqeta cares about your privacy. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.
To keep our interview process fair and consistent, we ask that all candidates join video interviews with their camera on.
We may use artificial intelligence (AI) tools in our recruitment processing consistent with the requirements of applicable laws. For more information, review our AI notice here.