[Hiring] Senior Production Support Engineer @Marqeta

Role 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.

We work Flexible First. This role can be performed remotely anywhere within the United States or from our Oakland office, in Pacific Timezone only.

Qualifications

• 8+ years of experience in technical support, production support, or IT support for B2B customers.
• Experience in the card payments industry is strongly preferred.
• Ability to work in a customer-facing role, with strong written and verbal communication skills.
• 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.
• 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 escalate.

Requirements

• 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.
• Provide feedback to product, engineering, design, and info dev teams to improve outputs based on customer experience.
• Document process, product, and industry learnings relentlessly.
• Work on automation, identifying toil and process improvement areas.
• Act as a mentor for Junior resources and take ownership of complex, time-sensitive problems.

Benefits

• 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.