Senior Production Support Engineer - Remote

Overview

As a Senior Production Support Engineer 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 complex technical issues while translating technical jargon into user-friendly language.

In Short

• Provide high-quality support to our customers.
• Become a Marqeta product expert.
• Assist in responding to alerts, data, and trends that have a customer impact.
• Coordinate and execute internal projects to better improve the support process.
• Interact with Product and Engineering teams to provide feedback on production support-related issues.
• Provide on-call support for rotations and escalations.
• Troubleshoot collaboratively as customers integrate with our platform.
• Document process, product, and industry learnings.
• Work on automation and process improvement areas.
• Act as a mentor for Junior resources.

Requirements

• 5+ years of experience in technical support, production support, or IT support for B2B customers.
• Strong written and verbal communication skills.
• Good understanding of API technologies and troubleshooting.
• Comfortable working within a Linux environment.
• Expert SQL knowledge.
• Scriptwriting skills in Python, JavaScript, Shell, etc.
• Experience with logging and monitoring tools.
• Well versed with Incident management and Escalation management processes.

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.