Senior Production Support Engineer

Job not on LinkedIn

🔥 32 minutes ago

🇺🇸 United States – Remote

💵 $86.5k - $127.2k / year

⏰ Full Time

🟠 Senior

🏭 Production Engineer

🦅 H1B Visa Sponsor

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Marqeta

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2010

💼 Consulting

📦 Logistics

💳 Fintech

💰 Post-IPO Equity on 2021-06

Consulting • Logistics • Fintech

Marqeta is a leading modern card issuing platform that empowers businesses to integrate comprehensive credit and payment solutions seamlessly into their processes. Specializing in debit, credit, prepaid, and virtual cards, Marqeta provides dynamic spend controls, Just-in-Time (JIT) funding, and ensures compliance and risk management. The platform supports digital wallets, tokenization, and embedded finance, catering to industries such as digital banking, expense management, and on-demand services. With its open APIs, Marqeta facilitates the creation and management of card products, offering scalability and flexibility for enterprises ranging from startups to global companies.

📋 Description

• 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

🎯 Requirements

• 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 • Demonstrated ability to independently manage complex, ambiguous work and know when to escalate. • Committed, flexible, and able to maintain high levels of productivity with minimal supervision.

🏖️ 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