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.
Below, you will find a complete breakdown of everything required of potential candidates, as well as how to apply Good luck.
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 utilise 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 within the UK or from our London office.
We’d love for you to join us!The Impact You’ll HaveBecome a Marqeta product expertProvide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channelsPerform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issuesWork cross-functionally to resolve issues and provide customer careProvide on-call support for rotations and escalationsAssist in monitoring production transaction volume, functionality, capacity, and performanceBe proactive in monitoring, optimizing issuer resolution, and implementing corrective action planningInteract with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvementsDocument process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improve Who You Are2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably experience in the card payments industryAbility 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 stakeholdersCommitted, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervisionExperience 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 environmentIntermediate SQL knowledge (relational database experience preferred)Scriptwriting
- Python, Ruby, Shell, etcExperience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, and New RelicThe ability and desire to learn new technologies and toolsExperience in payments and/or accounting systemsExperience working at a high-growth companyRecruiter For This RoleLouise DevlinTypical ProcessApplication SubmissionRecruiter phone callHiring manager video callTestVirtual “Onsite” to meet the teamOffer!Compensation and BenefitsPremium Private Medical and Dental coverageGenerous time off program with additional “Floating Holiday days”Retirement savings program with company contributionEquity in a publicly-traded company and an Employee Stock Purchase ProgramMonthly stipend to support our remote work modelAnnual development stipend to support our people growth and developmentFamily-forming benefits and up to 20 weeks of Parental LeaveWellbeing programs i.e.
Modern Health, HealthKick and much more…About MarqetaMarqeta 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, authorize transactions, and manage
Production Support Engineer II - UK in Kennington employer: Marqeta
Marqeta is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London. With a strong focus on employee growth, we provide ample opportunities for professional development and the chance to work with leading Fintechs and financial institutions. Our hybrid work model ensures flexibility while maintaining a vibrant office environment, making it an ideal place for those seeking meaningful and rewarding careers in the payments industry.
