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For Companies At a Glance
- Tasks: Support customers by troubleshooting technical issues and optimising their experience with our platform.
- Company: Join Marqeta, a leader in embedded finance, transforming how money moves globally.
- Benefits: Enjoy remote work flexibility, premium health coverage, generous time off, and equity options.
- Why this job: Be part of a dynamic team that values innovation, collaboration, and customer success.
- Qualifications: 4+ years in technical support, strong communication skills, and familiarity with API technologies required.
- Other info: Work with top brands like Uber and Walmart while contributing to equitable financial access.
The predicted salary is between 38880 - 46800 ÂŁ per year.
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.
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.
- 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.
- Provide feedback to product, engineering, design, and information‑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).
- Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamics, 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.
- 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…
Equal Employment Opportunity, Accommodations and Privacy
Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements.
Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre‑employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request.
Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.
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Senior Production Support Engineer - EU / UK employer: Marqeta, Inc.
Contact Detail:
Marqeta, Inc. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Production Support Engineer - EU / UK
✨Tip Number 1
Familiarise yourself with the card payments industry, especially Visa and Mastercard transaction flows. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to the role.
✨Tip Number 2
Brush up on your technical skills, particularly in API technologies and SQL. Being able to discuss your experience with tools like Kibana or Splunk can set you apart from other candidates.
✨Tip Number 3
Prepare to showcase your customer-facing experience. Think of specific examples where you've successfully resolved technical issues for clients, as this will highlight your ability to empathise and communicate effectively.
✨Tip Number 4
Network with current or former Marqeta employees on platforms like LinkedIn. Gaining insights into the company culture and expectations can give you an edge during the interview process.
We think you need these skills to ace Senior Production Support Engineer - EU / UK
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical support, particularly in the card payments industry. Emphasise your understanding of Visa and Mastercard transaction flows, as well as any experience with API technologies.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention specific examples of how your skills align with the responsibilities outlined in the job description, such as troubleshooting and customer support.
Showcase Communication Skills: Since the role requires strong written and verbal communication skills, consider including examples in your application that demonstrate your ability to communicate effectively with both technical and non-technical stakeholders.
Highlight Team Collaboration: Mention any previous experiences where you successfully worked in a team environment. This is important as the role involves interacting with various teams, so showcasing your collaborative spirit will be beneficial.
How to prepare for a job interview at Marqeta, Inc.
✨Understand the Payments Landscape
Make sure you have a solid grasp of the card payments industry, especially Visa and Mastercard transaction flows. Brush up on concepts like 3DS, PSD2, and Tokenization, as these will likely come up during your interview.
✨Showcase Your Technical Skills
Be prepared to discuss your experience with API technologies, SQL, and troubleshooting in a Linux environment. Highlight any specific tools you've used, such as Kibana or Splunk, to demonstrate your technical proficiency.
✨Emphasise Customer-Centric Communication
Since this role is customer-facing, practice articulating how you would handle customer queries and issues. Use examples from your past experiences to show your ability to listen, empathise, and communicate effectively with both technical and non-technical stakeholders.
✨Demonstrate Team Collaboration
Marqeta values teamwork, so be ready to discuss how you've successfully collaborated with cross-functional teams in the past. Share specific instances where your contributions led to improved processes or outcomes, showcasing your ability to work well within a team.