Senior Production Support Engineer

Marqeta; United States; On-site; USD 87,000 - 108,000; Full time

Benefits offered by this job

Health insurance options

Flexible time off

Equity in company

Parental leave

Remote work stipend

Development dollars

Job summary

Marqeta is seeking a Senior Production Support Engineer to ensure seamless operation of our products and services for B2B customers. You will be the first line of contact, resolving complex technical issues and translating jargon into user-friendly language.

The role involves collaborating with Engineering to manage updates and bug fixes, and becoming a product expert for customers. This is a Flex First position that can be performed remotely within the United States or from our Oakland office

Qualifications

• 8+ years of experience in technical support, production support, or IT support for B2B customers.
• Experience in card payments industry; understanding Visa/Mastercard flows, 3DS, and Tokenization is helpful.
• Strong written and verbal communication, able to translate technical concepts for diverse stakeholders.

Responsibilities

• Provide high-quality support to customers via tickets, email, and channels; own responses and escalations.
• Become a Marqeta product expert and assist in responding to alerts and trends with customer impact.
• Coordinate internal projects to improve support processes and work with Product/Engineering on feedback.
• Provide on-call support for rotations and escalations and guide customers through documentation.

Skills

Years exp

Card payments

API troubleshooting

SQL knowledge

Datadog

Customer facing

On-call support

Escalation mgmt

Documentation

Tools

Datadog

Jira

Job description

As a Senior Production Support Engineer at Marqeta, 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 Marqeta's products and services and ensuring that our customers can fully utilize 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 Marqeta, 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 anywhere within the United States or from our Oakland office, in Pacific Timezone only. We’d love for you to join us!

The Impact You'll Have

• Provide high-quality support to our customers:
  • Respond to inquiries via tickets, emails, and other channels
  • Take ownership of responding to inquiries, issues, and escalations
  • Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues
  • Work cross-functionally to resolve problems and provide customer updates
• Become a Marqeta product expert.
• Assist in responding to alerts, data, and trends that have a customer impact.
• Coordinate and execute internal projects to better improve the support process.
• Interact with Product and Engineering teams to provide feedback on production support-related issues and improvements.
• Provide on-call support for rotations and escalations.
• 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 organization grow and improve.
• Work on automation, identifying toil and process improvement areas.
• Act as a mentor for Junior resources and take ownership of complex, time-sensitive problems.

Who You Are

• 8+ years of experience in technical support, production support, or IT support for B2B customers.
• Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, Credit Card Payment, 3DS, 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.
• 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.)
• Expert SQL knowledge (relational database experience preferred)
• Experience with logging and monitoring tools such as Datadog.
• The ability and desire to learn new technologies and tools.
• Well versed with Incident management and Escalation management processes.
• Demonstrated ability to independently manage complex, ambiguous work and know when to escape.
• Committed, flexible, and able to maintain high levels of productivity with minimal supervision.

Nice-To-Haves

• Experience with Salesforce, Jira, DataDog
• Experience working at a high-growth start-up
• Experience with Relational Database
• Experience with low-code automation tooling.
• Experience with AI tools to design process improvements and bring in efficiency

Compensation And Benefits

Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. Compensation is aligned according to three tiers within the United States:

• National: A baseline tier that applies to most of the geographic territory of the United States.
• Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA
• Premium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City.

Visit this page or consult with a Recruiter to determine which tier would be applicable to you.

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position is:

• National: $86,500 - $108,100
• Premium: $93,600 - $117,000
• Premium Plus: $101,800 - $127,200

We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.

Along with monetary compensation, Marqeta offers

• Multiple health insurance options
• Flexible time off – take what you need
• Retirement savings program with company contribution and after tax contributions
• Equity in a publicly-traded company and an Employee Stock Purchase Program
• Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave
• Free therapy sessions, financial and professional coaching, and legal advice
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Through Flex First, the freedom to live and work wherever you and your family thrive

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.

Marqeta’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

Marqeta 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.

Marqeta 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.

Marqeta 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.

Notice on Use of AI in Recruitment

We 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.