Senior Production Support Engineer

Summary

Join Marqeta's European team as a Senior Production Support Engineer, playing a central role in providing high-quality support to customers. You will configure environments, troubleshoot integration issues, and become a Marqeta product expert. This flexible role can be performed remotely within the UK or from our London office. Responsibilities include monitoring production, responding to alerts, executing internal projects, and providing on-call support. You will collaborate with various teams, advise customers, and document learnings to improve processes. Marqeta offers a comprehensive benefits package.

Requirements

• Experience in the card payments industry is critical for success in this role, and we strongly prefer an understanding of Visa and Mastercard transaction flows, 3DS, PSD2, 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
• 4+ years of experience in technical support, production support, or IT support for B2B customers
• 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.)
• Comfortable working within a Linux environment
• Intermediate SQL knowledge (MySQL or Postgres experience preferred)
• Scriptwriting - Python, Ruby, Shell, etc
• Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, and New Relic
• The ability and desire to learn new technologies and tools

Responsibilities

• Configure environments and controls
• Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors
• Provide high-quality support to our customers
• Become a Marqeta product expert
• Assist in monitoring production transaction volume, functionality, capacity, and performance
• Assist in responding to alerts, data, and trends that have a customer impact
• Coordinate and execute internal projects to better improve the support process
• Be proactive in monitoring, optimising issuer resolution, and implementing corrective action planning
• Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support-related issues and improvements
• Provide on-call support for rotations and escalations
• Advise onboarding customers on a technical solution to meet their business needs, balancing best practices, regulatory limitations, and an evolving platform
• 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 organisation grow and improve

Preferred Qualifications

• Experience with Salesforce, Jira and Confluence
• Experience working at a high-growth start-up

Benefits

• Premium Private Medical and Dental coverage
• Generous time off program with additional “Floating Holiday days”
• Retirement savings program with company contribution
• Equity in a publicly-traded company and an Employee Stock Purchase Program
• Monthly stipend to support our remote work model
• Annual development stipend to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave
• Wellbeing programs i.e. Modern Health, HealthKick and much more…