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 Short

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

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
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
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, SumLogic, Grafana, Datadog, and New Relic
The ability and desire to learn new technologies and tools

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

Marqeta

Marqeta is a pioneering company on a mission to transform the way money moves through its innovative card issuing platform. As one of the earliest enablers of embedded finance, Marqeta provides businesses with unprecedented flexibility and control to issue cards, authorize transactions, and manage payment operations in real time. The company partners with well-known brands in the new economy, including Block, Cash App, Affirm, Instacart, Doordash, Uber, and Walmart, to unlock equitable financial access for all. Marqeta values intentional curiosity, thoughtful responsibility, innovative simplicity, shared success, and a passion to thrive, fostering a diverse and inclusive environment where every team member can contribute to the company's success.

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