Senior Production Support Engineer - Remote & On-Call

MQ Referrals Only

United States

Remote

USD 86,500 - 108,100

Full time

14 days+

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Benefits offered by this job

Health insurance

Flexible time off

Equity

Parental leave

Retirement plan

Therapy sessions

Remote work stipend

Development dollars

Job summary

Marqeta is seeking a Senior Production Support Engineer to be the first line of contact for customers, resolving complex technical issues and translating jargon into user-friendly language. You will work with Engineering to manage updates and bug fixes, becoming a product expert and advocating for customer needs throughout development and service delivery.

This Flex First role can be performed remotely anywhere in the United States or from our Oakland office (Pacific Time).

Qualifications

8+ years of experience in technical support, production support, or IT support for B2B customers.
Experience in card payments industry (Visa/Mastercard flows, 3DS, tokenization) is highly preferred.
Strong written and verbal communication, ability to explain technical concepts to non-technical audiences.
Excellent API troubleshooting and understanding of HTTP status codes.
Proficiency with SQL databases and data analysis to diagnose issues.
Experience with logging/monitoring tools such as Datadog.

Responsibilities

Provide high-quality support to customers via tickets, email, and other channels.
Take ownership of inquiries, issues, and escalations; perform root-cause analyses.
Collaborate with Product and Engineering to implement fixes and improvements.
Become a Marqeta product expert and provide actionable feedback.
Support on-call rotations and incident response.
Document learnings and drive process improvements across teams.