Production Support Engineer II

Marqeta, Inc.; Vancouver; Remote; CAD 66,000 - 83,000; Full time

Job summary

As a Production Support Engineer II at a leading company, you will ensure customer satisfaction by resolving complex technical issues and enhancing product usage. This remote role calls for a proactive approach to problem-solving, effective communication with customers, and collaboration with engineering teams. With a focus on excellence, you will advocate for customer needs while actively contributing to ongoing software improvements.

Benefits

Multiple health insurance options

Flexible time off

Retirement savings program with company contribution

Equity in a publicly-traded company

Monthly stipend for remote work

Annual development dollars

Family-forming benefits

Qualifications

• 3+ years of experience in Technical Support for B2B customers.
• Ability to work in a customer-facing role with strong communication skills.
• Experience with ticketing systems and API troubleshooting.

Responsibilities

• Provide high-quality support for technical issues and customer inquiries.
• Collaborate with engineering teams on software updates and bug fixes.
• Monitor production performance and troubleshoot issues as they arise.

Skills

Technical Support

Problem Solving

Communication

Customer Advocacy

Tools

Ticketing Systems

API Technologies

Logging and Monitoring Tools

SQL

Job description

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. 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 utilize 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 anywhere within the Vancouver Metro, Canada area. We’d love for you to join us!

The Impact You'll Have

• Become a Marqeta product expert
• Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels
• Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues
• Work cross-functionally to resolve issues and provide customer care
• Provide on-call support for rotations and escalations
• Assist in monitoring production transaction volume, functionality, capacity, and performance
• Be proactive in monitoring, optimizing 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
• Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improve

Who You Are

• 3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers
• 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
• Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision
• Experience 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 environment
• Intermediate SQL knowledge (relational database 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

Nice-To-Haves

• Experience in payments and / or accounting systems
• Experience working at a high-growth company

Typical Process

• Application submission
• Recruiter phone call
• Technical Interview
• Virtual “Onsite” consisting of 2, 45 min calls
• Offer!

Compensation and Benefits

Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location.

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in CAD, is : 66,300 - 82,900

We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, Marqeta offers :

• Multiple health insurance options
• Flexible time off – take what you need
• Retirement savings program with company contribution
• Equity in a publicly-traded company
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave

About Marqeta

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, authorize 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). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

Solve for the Customer : With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.

Do What's Right : Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.

Simplify and Innovate : We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.

Win as a Team : We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.

Make it Count : We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.

Equal Employment Opportunity, Accommodations and Privacy

Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants regardless of race, ancestry, national origin, color, Indigenous, citizenship, religion / creed, sex, sexual orientation, gender identity, gender expression marital status, family status, disability, veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by applicable law.

Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.

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