Remote Production Support Engineer II — Payments
Jackalope Digital LLC
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Job summary
Marqeta is seeking a Production Support Engineer II to act as the first line of contact for customers, resolving complex issues and translating technical jargon for users. You will work with Engineering to manage updates and bug fixes, become an expert on Marqeta products, and advocate for customers within product development and service delivery processes.
This role supports remote UK work or London office-based work, offering flexible arrangements.
Qualifications
- 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers.
- Strong written and verbal communication skills in a customer-facing role.
- Experience with ticketing systems (Salesforce, Jira, Confluence).
Responsibilities
- Become a Marqeta product expert and provide high-quality support.
- Handle inquiries and escalations via tickets, emails, and other channels.
- Diagnose issues, perform root-cause analysis, and generate corrective action plans.
- Collaborate with Product, Engineering, and Operational teams to improve production support.
- Provide on-call support for rotations and escalations.
- Monitor production transaction volume, functionality, capacity and performance.
Skills
Tools
Job description
Marqeta is seeking a Production Support Engineer II to act as the first line of contact for customers, resolving complex issues and translating technical jargon for users. You will work with Engineering to manage updates and bug fixes, become an expert on Marqeta products, and advocate for customers within product development and service delivery processes.
This role supports remote UK work or London office-based work, offering flexible arrangements.
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