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Senior Production Support Engineer

London, UK; Remote, UK

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, authorise 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). This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

Position Summary:

The Production Support Engineer role in our European team is at the centre of the customer experience for Marqeta. We strive to provide the highest quality support and service to our valued customers. You will play a critical role in managing the technical needs of Marqeta customers.

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 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.

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.
  • 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.

Great to have but not required:

  • Experience with Salesforce, Jira and Confluence
  • Experience in Relational Database
  • Experience working at a high-growth start-up

Recruiter for this role

Typical Process

  • Application Submission
  • Recruiter video call
  • Hiring manager video call
  • Virtual “Onsite” consisting of 4-5, 45 min calls
  • Offer!

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'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…

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