Senior Production Support Engineer - Remote, Flexible First

Marqeta, Inc.; United States; Remote; USD 87,000 - 127,000; Full time

Benefits offered by this job

Health insurance

Flexible time off

Retirement plan

Equity in company

Parental leave

Free therapy sessions

Coaching and development dollars

Remote work stipend

Flex First

Job summary

Marqeta, Inc. is seeking a Senior Production Support Engineer to ensure seamless operation of our products and services for B2B customers. You will resolve complex technical issues, translate jargon for users, and work with Engineering on updates and fixes.

The role supports a flexible, remote work model and cross-functional collaboration across Product and Engineering teams. You will become a Marqeta product expert, handle alerts and trends, and mentor junior resources while maintaining strong

Qualifications

• 8+ years of experience in technical support for B2B customers.
• Experience in card payments industry is strongly preferred; understanding of Visa/Mastercard flows, 3DS, and tokenization is helpful.
• Ability to work in a customer-facing role with strong written and verbal communication skills.
• Enjoy working in a team environment.
• Committed and flexible with high productivity with minimal supervision.
• Good understanding of API technologies and troubleshooting (e.g.: curl, HTTP codes).
• Expert SQL knowledge (relational database experience preferred).
• Experience with logging and monitoring tools such as Datadog.

Responsibilities

• Provide high-quality support to customers via tickets, emails, and other channels.
• Take ownership of inquiries, issues, and escalations and resolve them.
• Perform problem-solving, root cause analysis, and corrective action planning.
• Work cross-functionally to resolve problems and provide customer updates.
• Become a Marqeta product expert and mentor junior resources.
• Assist in responding to alerts and trends with customer impact and coordinate internal projects.
• Interact with Product and Engineering to provide feedback on production issues and improvements.
• Provide on-call support for rotations and escalations.
• Troubleshoot integration with our platform and guide customers through documentation.

Skills

Customer-facing comms

SQL expertise

API troubleshooting

Incident management

Cross-functional collab

Mentoring juniors

Problem solving

Tools

Datadog

Salesforce

Jira

Job description

Marqeta, Inc. is seeking a Senior Production Support Engineer to ensure seamless operation of our products and services for B2B customers. You will resolve complex technical issues, translate jargon for users, and work with Engineering on updates and fixes.

The role supports a flexible, remote work model and cross-functional collaboration across Product and Engineering teams. You will become a Marqeta product expert, handle alerts and trends, and mentor junior resources while maintaining strong