Senior Production Support Engineer

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.

The Impact You’ll Have

• Provide high-quality support to our customers:
  • Respond to inquiries 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 for issues
  • Work cross-functionally to resolve problems and provide customer updates
• 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 and improvements.
• Provide on-call support for rotations and escalations.
• 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 info dev 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.
• Work on automation, identifying toil and process improvement areas.
• Act as a mentor for Junior resources and take ownership of complex, time-sensitive problems

Who You Are

• 8+ years of experience in technical support, production support, or IT support for B2B customers.
• Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, Credit Card Payment, 3DS, and Tokenization will be helpful.
• 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.
• 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.)
• Expert SQL knowledge (relational database experience preferred)
• Experience with logging and monitoring tools such as Datadog.
• The ability and desire to learn new technologies and tools.
• Well versed with Incident management and Escalation management processes