Senior Production Support Engineer

As a Senior Production Support Engineer 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 utilize 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. We’d love for you to join us!

• 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 problems and provide customer updates

• Become a Marqeta product expert.

• Assist in responding to alerts, data, and trends that have a customer impact.

• Coordinate and execute internal projects to better improve the support process.

• Interact with Product and Engineering teams to provide feedback on production support-related issues and improvements.

• Provide on-call support for rotations and escalations.

• 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 organization grow and improve.

• Work on automation, identifying toil and process improvement areas.

• Act as a mentor for Junior resources and take ownership of complex, time-sensitive problems

• 8+ years of experience in technical support, production support, or IT support for B2B customers.

• Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, Credit Card Payment, 3DS, and Tokenization 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.

• 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.)

• Expert SQL knowledge (relational database experience preferred)

• Experience with logging and monitoring tools such as Datadog.

• The ability and desire to learn new technologies and tools.

• Well versed with Incident management and Escalation management processes

• Demonstrated ability to independently manage complex, ambiguous work and know when to elevate.

• Committed, flexible, and able to maintain high levels of productivity with minimal supervision.

• Experience with Salesforce, Jira,…