Senior Production Support Engineer - EU/UK

Marqeta, Inc.; United Kingdom; Remote; GBP 46,000 - 59,000; Full time

Job summary

A remote opportunity as a Senior Production Support Engineer with Marqeta invites you to enhance customer experiences by managing technical needs. Your expertise in card payments and strong troubleshooting skills will ensure high-quality support. Join a dynamic team committed to delivering excellence and innovation in embedded finance.

Benefits

Private Medical and Dental coverage

Generous time off program

Retirement savings program with company contribution

Monthly stipend for remote work

Annual development stipend

Qualifications

• Experience in card payments industry preferred.
• Ability to communicate with technical and non-technical stakeholders.
• Comfortable working within a Linux environment.

Responsibilities

• Configure environments and controls.
• Troubleshoot customer integrations with the platform.
• Provide high-quality support and monitoring of transaction volumes.

Skills

Customer-facing support

Communication

Troubleshooting

Team Collaboration

API Technologies understanding

Education

4+ years in technical support

Tools

Kibana

Splunk

AppDynamic

MySQL

Postgres

Job description

Remote, UK

The Senior Production Support Engineer role in our European team is at the centre of the customer experience for Marqeta. We strive to provide the highest quality support and service to our valued customers. You will play a critical role in managing the technical needs of Marqeta customers.

We work Flexible First . This role can be performed remotely anywhere within the UK or from our London office. We’d love for you to join us!

The Impact You'll Have

• Configure environments and controls.
• Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors.
• Provide high-quality support to our customers.
• Become a Marqeta product expert.
• Assist in monitoring production transaction volume, functionality, capacity, and performance.
• Assist in responding to alerts, data, and trends that have a customer impact.
• Coordinate and execute internal projects to better improve the support process.
• Be proactive in monitoring, optimising 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.
• Provide on-call support for rotations and escalations.
• Advise onboarding customers on a technical solution to meet their business needs, balancing best practices, regulatory limitations, and an evolving platform.
• Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors.
• Provide feedback to product, engineering, design, and info dev teams to improve outputs based on customer experience.
• Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organisation grow and improve.

Who You Are

• Experience in the card payments industry is critical for success in this role, and we strongly prefer an understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenization will be helpful.
• 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.
• Enjoy working in a team environment.
• 4+ years of experience in technical support, production support, or IT support for B2B customers.
• Committed, flexible, and with demonstrated ability to maintain high levels of productivity with minimal supervision.
• 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 (MySQL or Postgres 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 with Salesforce, Jira and Confluence
• Experience working at a high-growth start-up

Recruiter For This Role

Typical Process

• Application Submission
• Recruiter phone 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, 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.

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.

Apply for this job

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Location (City)

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

Do you have 3+ years of experience in a technical / production support role for B2B customers? * Select...

Please describe or LIST any experience you have in Payments? *

Please describe or LIST any experience you have with Visa and Mastercard transaction flows, 3DS, PSD2, or Tokenization? *

If hired, can you provide evidence of legal eligibility to work in the U.K.? * Select...

Our base salary range starts at £46,800 and goes up to £58,500 max.There is also an annual bonus % with additional equity and many more perks and stipends.Please confirm if this works for you? * Select...

We are very honest with our salary ranges to assist you in being comfortable during the interview process.

How did you hear about this job? *

Are you now or have you been employed by Marqeta in the past? * Select...

MQ - EEOC Voluntary Questions

At Marqeta, we strive to live our value of “Everyone Belongs,” where we seek various opinions and experiences as we build opportunities around equity, inclusion, and belonging. We ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. As set forth in Marqeta’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Any information that you do provide will be anonymized and reviewed, strictly in aggregate, to find ways to improve our recruiting processes. To learn more about our job applicant privacy policy, please visit our website .

We’re also providing additional information and resources as you complete the form:

• Veteran Status: If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.
• A "disabled veteran"
• A "recently separated veteran"
• An "active duty wartime or campaign badge veteran"
• An "Armed forces service medal veteran"
• Disability Status: You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

I consider my gender identity to be Select...

Select...

I consider myself to be Hispanic or Latino Select...

If you do not consider yourself Hispanic or Latino, please select the race/ethnicity you most identify with Select...

I consider myself to be as a member of the Lesbian, Gay, Bisexual, and/or Transgender (LGBT+) community Select...

Select...

Disability Status Select...

By checking this box, I consent to Marqeta collecting, storing, and processing my responses to the demographic data surveys above.