Production Support Engineer | Marqeta
About The Position
As a Production Support Engineer I 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 technical issues, using known procedural documents with some technical analysis performed while translating technical jargon into user-friendly language. In addition, you will collaborate with our Engineering teams to manage software updates. Your role will also involve handling problems in all areas of Marqeta's products and services and ensuring that our customers get the best support. For complex issues, you would follow escalation procedures engaging Senior members and Engineering teams. At Marqeta, we value the essential role our Production Support Engineers play in our service delivery chain and look forward to welcoming you to our team. We work Flexible First. This role can be performed remotely in the United States, only in one of our Premium or National locations in Pacific or Mountain Timezone, which you can review here.
Requirements
- 2 years of experience in Technical Support, Production Support, or IT Support for B2B customers
- Experience in payments and/or accounting systems
- 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
- Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision
- Experience with ticketing systems (such as, Jira, SalesForce, etc)
- Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)
- Basic SQL knowledge should be able to modify queries for data extraction for troubleshooting
- Comfortable working within a Linux environment
- Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumoLogic, Grafana, Datadog, and New Relic
- The ability and desire to learn new technologies and tools
Nice To Haves
- Experience working at a high-growth company
- Scriptwriting - Python, Ruby, Shell, etc
- Ability to read/understand Java codebase
Responsibilities
- Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels
- Perform problem-solving, diagnosing, and generating corrective action plans for issues
- Work cross-functionally to resolve issues and provide customer care
- Provide on-call support for rotations and escalations
- Assist in monitoring production transaction volume, functionality and performance
- 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
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
