Senior Production Support Engineer

Summary

Join Marqeta as a Senior Production Support Engineer and play a pivotal role in ensuring customer satisfaction and seamless operation of our products and services. You will be the first point of contact for customers, resolving technical issues and translating complex information into user-friendly language. Collaborate with engineering teams on software updates and bug fixes, while becoming a Marqeta product expert and advocating for customer needs. This role involves troubleshooting, root cause analysis, process improvement, and mentoring junior team members. The position offers flexible remote work within the Toronto Metro area and a competitive salary and benefits package.

Requirements

• 5+ years of experience in technical support, production support, or IT support for B2B customers
• 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
• 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
• Expert SQL knowledge (relational database experience preferred)
• Scriptwriting - Python,JavaScript, 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
• Well versed with Incident management and Escalation management processes

Responsibilities

• Provide high-quality support to our customers: 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, 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 organization grow and improve
• Work on automation, identifying toil and process improvement areas
• Act as a mentor for Junior resources and take ownership of complex, time-sensitive problems

Preferred Qualifications

• Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, Credit Card Payment, 3DS, PSD2, and Tokenization will be helpful
• Experience with Salesforce, Jira, DataDog
• Experience working at a high-growth start-up
• Experience with Relational Database

Benefits

• Multiple health insurance options
• Flexible time off – take what you need
• Retirement savings program with company contribution
• Equity in a publicly-traded company
• Monthly stipend to support our remote work model
• Annual “development dollars” to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave
• Annual bonuses to eligible employees
• Remote work