Production Support Engineer Marqeta

Job Description

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As a Production Support Engineer I 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 technical issues, using known procedural documents with some technical analysis performed while translating technical jargon into user-friendly language. In addition, you will collaborate with our Engineering teams to manage software updates.

Your role will also involve handling problems in all areas of Marqeta's products and services and ensuring that our customers get the best support. For complex issues, you would follow escalation procedures engaging Senior members and Engineering teams. 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 in the United States, only in one of our Premium or National locations in Pacific or Mountain Timezone, which you can review here.

The Impact You'll Have

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, and generating 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 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

Requirements

2 years of experience in Technical Support, Production Support, or IT Support for B2B customers

Experience in payments and/or accounting systems

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, Jira, SalesForce, etc)

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

Basic SQL knowledge should be able to modify queries for data extraction for troubleshooting

Comfortable working within a Linux environment

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

The ability and desire to learn new technologies and tools

Nice to haves

Experience working at a high-growth company

Scriptwriting - Python, Ruby, Shell, etc

Ability to read/understand Java codebase

Benefits

Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. Compensation is aligned according to three tiers within the United States:

National: A baseline tier that applies to most of the geographic territory of the United States.

Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA

Premium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City.

Visit this page or consult with a Recruiter to determine which tier would be applicable to you.

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position is:

National: $59,000 - $73,800

Premium: $63,900 - $79,900

We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, Marqeta offers

Multiple health insurance options

Flexible time off – take what you need

Retirement savings program with company contribution and after tax contributions

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

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

Free therapy sessions, financial and professional coaching, and legal advice

Monthly stipend to support our remote work model

Annual "development dollars" to support our people growth and development

Through Flex First, the freedom to live and work wherever you and your family thriveAbout 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.

Full-time

Hybrid remote