Senior Production Support Engineer - EU/UK

Marqeta, Inc.; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading company in the card payments industry is seeking a Senior Production Support Engineer to manage technical needs and provide exceptional customer support. The role entails troubleshooting, coordinating projects, and interacting with various teams to enhance service quality. The ideal candidate will have extensive experience in technical support, particularly within the card payments sector, and strong communication skills. Join an innovative team dedicated to transforming the customer experience while working flexibly across the UK.

Benefits

Premium Private Medical and Dental coverage

Generous time off program

Retirement savings program with company contribution

Employee Stock Purchase Program

Monthly stipend for remote work

Annual development stipend

Parental Leave up to 20 weeks

Qualifications

• Experience in the card payments industry is critical.
• 4+ years of experience in technical support for B2B customers.
• Ability to communicate effectively with technical and non-technical stakeholders.

Responsibilities

• Troubleshoot collaboratively as customers integrate with our platform.
• Provide high-quality support and become a product expert.
• Assist in monitoring production transaction volume and performance.

Skills

Problem Solving

Communication

Teamwork

API Knowledge

Customer Engagement

Technical Troubleshooting

Adaptability

Education

4+ years in technical support

Experience in card payments industry

Tools

API technologies

Kibana

Splunk

Grafana

Job description

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.