Senior Production Support Engineer

Stack

Responsibilities

• ▹Provide high-quality customer support 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
• ▹Work cross-functionally to resolve problems and provide customer updates
• ▹Become a Marqeta product expert, assisting with customer-impacting alerts, data, and trends
• ▹Coordinate and execute internal projects to improve the support process
• ▹Provide feedback to Product and Engineering on production support-related issues
• ▹Troubleshoot collaboratively with customers integrating with the platform, guiding root cause analysis
• ▹Document process, product, and industry learnings to identify pain points and trends
• ▹Work on automation and process improvement, identifying toil
• ▹Mentor junior resources and own complex, time-sensitive problems

Requirements

• ▹8+ years of experience in technical support, production support, or IT support for B2B customers
• ▹Card payments industry experience strongly preferred (Visa/Mastercard transaction flows, credit card payment, 3DS, tokenization)
• ▹Strong written and verbal communication, empathy with technical and non-technical stakeholders
• ▹Good understanding of API technologies and troubleshooting (cURL, HTTP response codes)
• ▹Expert SQL knowledge with relational database experience
• ▹Experience with logging and monitoring tools such as Datadog
• ▹Well versed in incident management and escalation management processes
• ▹Ability to independently manage complex, ambiguous work and know when to escalate

Nice to have

• ▹Experience with Salesforce, Jira, Datadog
• ▹Experience working at a high-growth start-up
• ▹Relational database experience
• ▹Experience with low-code automation tooling
• ▹Experience with AI tools for process improvement and efficiency

Soft skills

What we offer

• ▹Flex First: work from home or office
• ▹Multiple health insurance options
• ▹Flexible time off
• ▹Retirement savings program with company contribution
• ▹Equity in a publicly-traded company and Employee Stock Purchase Program
• ▹Family-forming benefits, fertility support, up to 20 weeks of parental leave
• ▹Free therapy sessions, financial and professional coaching, legal advice
• ▹Monthly stipend supporting remote work
• ▹Base salary: National $86,500–$108,100, Premium $93,600–$117,000, Premium Plus $101,800–$127,200, depending on location

About the company

Marqeta is a card issuing platform giving companies flexibility and control to issue cards, authorize transactions, and manage payment operations in real time, powering brands like Block, Cash App, Affirm, Instacart, Doordash, Uber, and Walmart.