Senior Production Support Engineer

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card-issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real-time.   Marqeta is powering the most well-known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc.). Today nearly 8 out of 10 Americans use a product powered by Marqeta every week. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

As Marqeta’s Senior Production Support Engineer, you'll be at the center of the customer experience and provide high-quality hands-on technical expertise. The Production Support team plays a critical role and is key in managing the technical needs and requirements of Marqeta's valued customers.

This role will be performed in Warsaw, Poland. We’d love for you to join us!

What You’ll Do

• 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 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

What We’re Looking For

• 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
• Ability to be on a pager rotation to potentially support clients off hours

Nice-To-Haves

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

Manager

• Beth Zosh

Recruiter For This Role

• Louise Devlin

Typical Process

• Application submission
• Recruiter phone call
• Hiring manager video call
• Virtual “Onsite” consisting of 4-5, 45 min calls
• Offer!

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