Senior Production Support Engineer
Marqeta
full-time
Posted on:
Location Type: Remote
Location: United Kingdom
Visit company websiteExplore more
Job Level
About the role
- Configure environments and controls.
- Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors.
- Provide high-quality support to our customers:
- Respond to inquiries via tickets, emails, and other channels
- Take ownership of responding to inquiries, issues, and escalations
- Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues
- Work cross-functionally to resolve issues and provide customer care
- Become a Marqeta product expert.
- Assist in monitoring production transaction volume, functionality, capacity, and performance.
- Assist in responding to alerts, data, and trends that have customer impact
- Coordinate and execute internal projects to better improve the support process.
- Be proactive in monitoring, optimising 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.
- Provide on-call support for rotations and escalations.
- Advise onboarding customers on a technical solution to meet their business needs, balancing best practices, regulatory limitations, and an evolving platform.
- Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors.
- Provide feedback to product, engineering, design, and info dev teams to improve outputs based on customer experience.
- Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organisation grow and improve.
Requirements
- Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenisation will be helpful.
- 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.
- Enjoy working in a team environment.
- 4+ years of experience in technical support, production support, or IT support for B2B customers.
- Committed, flexible, and with demonstrated ability to maintain high levels of productivity with minimal supervision.
- 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 (MySQL or Postgres 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.
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's growth and development
- Family-forming benefits and up to 20 weeks of Parental Leave
- Wellbeing programs i.e. Modern Health, HealthKick and much more…
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
API technologiesSQLMySQLPostgresPythonRubyShell scriptingtroubleshootingroot cause analysisproblem-solving
Soft Skills
customer-facingwritten communicationverbal communicationempathyteamworkflexibilityproductivitylisteningcollaborationownership