Back to jobs

Production Support Engineer II

Toronto, Canada

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 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 anywhere within the Toronto Metro, Canada area. 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

  • 3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers
  • 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

Nice-To-Haves

  • Experience in payments and/or accounting systems
  • Experience working at a high-growth company

Typical Process

  • Application submission
  • Recruiter phone call
  • Hiring manager video call
  • Technical Interview
  • Virtual “Onsite” consisting of 2, 45 min calls
  • Offer!

Compensation and 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. 

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, reflected in CAD,  is: 66,300 - 82,900

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
  • Equity in a publicly-traded company 
  • Monthly stipend to support our remote work model
  • Annual “development dollars” to support our people growth and development
  • Family-forming benefits and up to 20 weeks of Parental Leave

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...

MQ - EEOC Voluntary Questions

At Marqeta, we strive to live our value of “Everyone Belongs,” where we seek various opinions and experiences as we build opportunities around equity, inclusion, and belonging. We ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. As set forth in Marqeta’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Any information that you do provide will be anonymized and reviewed, strictly in aggregate, to find ways to improve our recruiting processes. To learn more about our job applicant privacy policy, please visit our website.

We’re also providing additional information and resources as you complete the form:

  • Race & Ethnicity Definitions
  • Veteran Status: If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. 
    • A "disabled veteran"
    • A "recently separated veteran" 
    • An "active duty wartime or campaign badge veteran" 
    • An "Armed forces service medal veteran"
  • Disability Status: You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

Select...
Select...
Select...
Select...
Select...
Select...
Select...