Production Support Engineer II - UK

Marqeta; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Private medical

Dental coverage

Floating holidays

Pension plan

ESPP

Remote stipend

Development stipend

Parental leave (20 weeks)

Job summary

Marqeta is seeking a Production Support Engineer II in the UK (remote within the UK or London office). You will be the first line of contact for customers, translating complex issues into actionable solutions and coordinating with Engineering for updates and bug fixes.

You will become an expert on Marqeta's products, advocating for customers in product development and service delivery. The role offers flexible work arrangements, competitive benefits, and opportunities for growth within a

Qualifications

• 2-3+ years in Technical Support, Production Support, or IT Support for B2B customers, preferably card payments.
• Strong written and verbal communication, with ability to translate technical jargon for customers.
• Willing to be on-call and productive with minimal supervision.
• Experience with ticketing systems (Salesforce, Jira, Confluence).
• Understanding of API technologies and troubleshooting (cURL, HTTP codes).
• Comfortable working in a Linux environment.
• Intermediate SQL knowledge.
• Scripting in Python, Ruby, Shell, etc.
• Experience with logging/monitoring tools (Kibana, Splunk, AppDynamics, SumLogic, Grafana, Datadog, New Relic).
• Desire to learn new technologies and tools.
• Experience in payments and/or accounting systems.
• Experience at a high-growth company.

Responsibilities

• Become a Marqeta product expert.
• Provide high-quality support and own inquiries via tickets, emails and other channels.
• Diagnose problems and develop corrective action plans.
• Collaborate cross-functionally to resolve issues and care for customers.
• Provide on-call support for rotations and escalations.
• Monitor production transaction volume, functionality, capacity and performance.
• Proactively monitor and optimize issuer resolution and actions.
• Give feedback to Product, Engineering and Tech Ops teams.
• Document learnings to identify pain points and trends.

Skills

Customer-facing communication

Ticketing systems

Linux

SQL

Python

Ruby

Shell scripting

API troubleshooting

On-call readiness

Logging/Monitoring

Tools

Salesforce

Jira

Confluence

Kibana

Splunk

New Relic

Datadog

Grafana

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 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 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

• 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably experience in the card payments industry
• 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)
• 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
• Experience in payments and/or accounting systems
• Experience working at a high-growth company

Typical Process

• Application Submission
• Recruiter phone call
• Hiring manager video call
• Test
• Virtual "Onsite" to meet the team
• 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 growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave
• Wellbeing programs i.e. Modern Health, HealthKick and much more...

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, Affiirm, 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.

Marqeta’s Values

• Intentional Curiosity: We believe in asking the questions others shy away from. True progress comes from understanding today’s realities while challenging ourselves to do better and take on the status quo.
• Thoughtful Responsibility: We believe that every interaction with our technology and platforms matters. Businesses and livelihoods rely on our work, so we strive for excellence and accountability every day with the highest standards for failsafe technology and compliance.
• Innovative Simplicity: We believe that simplicity is powerful, especially in innovation—making a tool work better or finishing that feature that makes everyone smile. Our customers face a lot of complexity. We’re not here to add more.
• Shared Success: We believe the measure of our success is the success of our employees, customers, and communities. From local businesses to big corporations, our impact goes deep and wide. And we’ve got the results to prove it.
• Passion to Thrive: We believe anyone with a better idea should be able to change the game for our company and our customers. We solve big problems for our customers and draw energy from that challenge and opportunity.

Marqeta’s Values

• 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.

If you require reasonable accommodation for the application process and beyond (including due to a disability), please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law.

The Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.

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.

If you require reasonable accommodation for the application process and beyond (including due to a disability), please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law.

Marqeta cares about your privacy. 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.

To keep our interview process fair and consistent, we ask that all candidates join video interviews with their camera on.

Notice on Use of AI in Recruitment

We may use artificial intelligence (AI) tools in our recruitment processing consistent with the requirements of applicable laws. For more information, review our AI notice here.