Remote Production Support Engineer II (UK)

Marqeta

Greater London

Hybrid

GBP 55,000 - 85,000

Full time

41 hours ago

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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.