Senior Production Support Engineer II - UK (Remote)

Marqeta; United States; Hybrid; USD 81,000 - 107,000; Full time

Benefits offered by this job

Premium Private Medical and Dental

Floating holidays

Retirement savings with company match

Employee stock purchase program

Remote work stipend

Development stipend

Parental Leave

Wellbeing programs

Job summary

Marqeta, Inc. is looking for a Production Support Engineer II to support our UK customers from London or remotely within the UK. You will be the first point of contact for complex technical issues, translating jargon into user-friendly language and coordinating with Engineering on fixes.

You will become a product expert, monitor systems, and drive improvements while providing proactive customer care. This role offers Flexible First options, with the London office as a possible base.

Qualifications

• 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably in card payments industry.
• Strong written and verbal communication, ability to translate technical details for non-technical stakeholders.
• Willingness to on-call rotations and high productivity with minimal supervision.
• Experience with ticketing systems (Salesforce, Jira, Confluence, etc).
• Familiarity with API technologies, HTTP status codes, and Linux environments.
• SQL knowledge and willingness to learn new tools.

Responsibilities

• Become a Marqeta product expert and provide high-quality support.
• Provide timely responses to inquiries and escalation inquiries through tickets, emails, and channels.
• Perform problem-solving, root-cause analysis, and corrective action planning.
• Collaborate with Product, Engineering, and Technical Operations to improve support processes.
• Participate in on-call rotations and monitoring of production systems.
• Document learnings and trends to drive product and service improvements.

Skills

Customer-facing skills

Ticketing systems

API troubleshooting

Linux

SQL

Scripting (Python, Ruby, Shell)

Monitoring tools

Payments knowledge

High-growth experience

Communication skills

Tools

Salesforce

Jira

Confluence

Kibana

Splunk

AppDynamics

SumoLogic

Grafana

Datadog

New Relic

Job description

Marqeta, Inc. is looking for a Production Support Engineer II to support our UK customers from London or remotely within the UK. You will be the first point of contact for complex technical issues, translating jargon into user-friendly language and coordinating with Engineering on fixes.

You will become a product expert, monitor systems, and drive improvements while providing proactive customer care. This role offers Flexible First options, with the London office as a possible base.