Senior Production Support Engineer - EU

Position Summary

The Production Support Engineer role in our European team is at the centre of the customer experience for Marqeta. We strive to provide the highest quality support and service to our valued customers. You will play a critical role in managing the technical needs of Marqeta customers.

Primary 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
• 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 issues and provide customer care
• 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 customer impact
• Coordinate and execute internal projects to better improve the support process
• Be proactive in monitoring, optimizing 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 infodev 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

Requirements

• 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

Great to have but not required

• Experience in payments and accounting systems
• Experience with Zendesk, Salesforce, Jira and Confluence
• Experience working at a high growth start-up

Manager

• Simon Laing, Director, Production Support, EU

Recruiter For This Role

• Louise Devlin Scott

[Optional ] Typical Process

• Application submission
• Recruiter phone call
• Short assignment
• Hiring manager video call
• Virtual “Onsite” consisting of 30 min calls
• Offer!