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- Tasks: Support customers by troubleshooting and optimising their experience with our card issuing platform.
- Company: Join Marqeta, a leader in embedded finance, transforming how money moves.
- Benefits: Enjoy premium medical coverage, generous time off, and equity in a publicly-traded company.
- Other info: Dynamic team environment with opportunities for growth and learning new technologies.
- Why this job: Be at the forefront of financial innovation and make a real impact on customer experiences.
- Qualifications: 4+ years in technical support, strong communication skills, and a passion for problem-solving.
The predicted salary is between 36000 - 60000 ÂŁ per year.
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).
- 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.
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…
Senior Production Support Engineer employer: MQ Referrals Only
Contact Detail:
MQ Referrals Only Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Production Support Engineer
✨Tip Number 1
Get to know Marqeta inside out! Familiarise yourself with our card issuing platform and the brands we work with. This will not only help you in interviews but also show your genuine interest in the role.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Having someone vouch for you can make all the difference when it comes to landing that interview.
✨Tip Number 3
Prepare for those technical questions! Brush up on your knowledge of API technologies, SQL, and troubleshooting techniques. Being able to demonstrate your expertise will set you apart from the competition.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the Marqeta team!
We think you need these skills to ace Senior Production Support Engineer
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Production Support Engineer role. Highlight your experience in the card payments industry and any relevant technical skills that match what we're looking for.
Showcase Your Problem-Solving Skills: In your application, give examples of how you've tackled technical issues in the past. We want to see your ability to diagnose problems and come up with effective solutions, especially in a customer-facing role.
Be Clear and Concise: When writing your application, keep it straightforward. Use clear language and avoid jargon unless it's relevant. We appreciate good communication skills, so make sure your writing reflects that!
Apply Through Our Website: Don't forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at MQ Referrals Only
✨Know Your Stuff
Make sure you brush up on your knowledge of card payments, especially Visa and Mastercard transaction flows. Familiarise yourself with key concepts like 3DS, PSD2, and Tokenisation. This will not only help you answer technical questions but also show that you're genuinely interested in the role.
✨Show Off Your Problem-Solving Skills
Prepare to discuss specific examples where you've successfully troubleshot issues in a production support environment. Think about how you diagnosed problems, collaborated with teams, and implemented solutions. This will demonstrate your ability to handle the challenges Marqeta faces.
✨Communicate Like a Pro
Since this role involves interacting with both technical and non-technical stakeholders, practice explaining complex concepts in simple terms. Be ready to showcase your written and verbal communication skills during the interview, as they are crucial for providing high-quality customer support.
✨Be a Team Player
Marqeta values collaboration, so be prepared to discuss how you've worked effectively in teams before. Share examples of how you've contributed to team success and how you handle feedback. This will highlight your fit within their team-oriented culture.