Production Support Engineer II - UK

United States Digital Space LLC; Greater London; On-site; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Private medical and dental

Remote work stipend

Annual development stipend

Equity program

Parental leave

Job summary

the company is seeking a Production Support Engineer II to ensure seamless operation of our products and services and deliver outstanding customer satisfaction. You will be the first line of contact for customers, diagnose complex issues, and translate technical details into clear guidance while collaborating with Engineering to deploy updates and fixes.

You will become a product expert, monitor performance, handle on-call rotations, and contribute to process improvements.

Qualifications

• 2-3+ years in Technical Support, Production Support, or IT Support for B2B customers.
• Experience with ticketing systems (Salesforce, Jira, Confluence, etc).
• Strong written and verbal communication with on-call flexibility.

Responsibilities

• Become the product expert across the company.
• Provide high-quality support and own inquiries through tickets and emails.
• Diagnose issues, perform root-cause analysis, and implement corrective actions.

Skills

Technical Support

Linux

APIs

SQL

Scripting

Ticketing Systems

On-Call

Tools

Kibana

Splunk

AppDynamics

Sumo Logic

Grafana

Datadog

New Relic

Job description

As a Production Support Engineer II at the company, 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 the company'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 the company, 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 the company 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 thecard 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

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 the company

the company 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. the company 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 the company 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.

the company’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.

Equal Employment Opportunity, Accommodations and Privacy

the company 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 the company’sESG Reportto see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at the company. 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 submitthis formand we will be more than happy to assist you. the company will make reasonable accommodations for candidates when needed in accordance with applicable law. TheApplicant and Candidate Privacy Noticeapplies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.

About the company

the company 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. the company 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 the company 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.

the company’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

the company 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.

the company 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.

the company 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 RecruitmentWe 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.