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Principal Production Support Engineer - EU/UK

Remote, UK

As Marqeta’s Principal Production Support Engineer in the EU, you will serve as the technical leader of our production support function. You will architect and continuously improve support operations, championing best practices and operational excellence across the organisation. With deep technical expertise and a passion for clarity, you will mentor teams, influence product direction, and ensure our support operations are robust, scalable, and aligned with Marqeta’s mission for world-class customer experience.

We work Flexible First. This role can be performed remotely within the UK. We’d love for you to join us!

The Impact You'll Have

  • 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 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.

Who You Are

  • Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenisation will be helpful
  • Experience leading or significantly contributing to support strategy at a previous organisation
  • Proven track record of identifying systemic issues and implementing scalable solutions
  • Experience mentoring junior engineers and developing team capabilities
  • 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
  • 8+ 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 
  • Comfortable working within a Linux environment
  • Advanced SQL proficiency (MySQL or Postgres experience preferred) - complex query optimisation, performance tuning
  • Scriptwriting - Python, Ruby, Shell, etc.
  • Experience with logging and monitoring tools such as AWS CloudWatch, CloudTrail, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, and New Relic.

Great to have, but not required

  • Experience in a consultative or advisory capacity with enterprise customers
  • Track record of presenting to senior leadership or external stakeholders
  • Experience with Salesforce, Jira and Confluence
  • Experience working at a high-growth start-up.

What sets you apart

  • You have shaped operations at scale and can articulate lessons learned
  • You bring strong opinions (loosely held!) about support best practices and can debate trade-offs
  • You’re comfortable challenging existing approaches and proposing better alternatives
  • You think beyond tickets; connecting operational patterns to business outcomes
  • You are equally comfortable briefing executive leadership during critical incidents as you are architecting long-term support strategy.

Recruiter For This Role

  • Louise Devlin

Compensation and 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…

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