Senior Production Support Engineer

Play a pivotal role in Marqeta’s commitment to customer satisfaction and the seamless operation of our products and services. Serve as the first line of contact for customers, handling and resolving complex technical issues while translating technical jargon into user-friendly language. Leverage a broad knowledge base across various technologies to address a wide range of problems, collaborate with Engineering teams on software updates and bug fixes, and become an expert in Marqeta’s products. Act as a customer advocate, ensuring customer needs and concerns are heard and addressed in product development and service delivery.

About the role

This role can be performed remotely anywhere within the United States or from our Oakland office, in Pacific Timezone only.

Responsibilities

• Provide high-quality support to customers via tickets, emails, and other channels, taking ownership of 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 and assist in responding to alerts, data, and trends that have a customer impact.
• Coordinate and execute internal projects to 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; understanding of Visa and Mastercard transaction flows, Credit Card Payment, 3DS, and Tokenization is helpful.
• Ability to work in a customer-facing role with strong written and verbal communication skills, showing empathy and conversing with both technical and non-technical stakeholders.
• Enjoy working in a team environment.
• Committed, flexible, and able to maintain high levels of productivity with minimal supervision.
• Good understanding of API technologies and troubleshooting (e.g., familiarity with cURL, HTTP response codes).
• Expert SQL knowledge (relational database experience preferred).
• Experience with logging and monitoring tools such as Datadog.
• 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.

Nice-to-Haves

• Experience with Salesforce, Jira, DataDog.
• Experience working at a high-growth start-up.
• Experience with Relational Databases.
• Experience with low-code automation tooling.
• Experience with AI tools to design process improvements and bring in efficiency.

Pay

Compensation is aligned according to three tiers within the United States:

• National: $86,500 - $108,100 (baseline tier for most of the U.S.)
• Premium: $93,600 - $117,000 (higher cost-of-living areas like Los Angeles, CA and Seattle, WA)
• Premium Plus: $101,800 - $127,200 (most expensive areas like San Francisco Bay Area and New York City)

When determining salaries, we consider skills, prior experience, and work location. Annual bonuses are awarded to eligible employees based on individual performance and company success.

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 remote work model.
• Annual “development dollars” to support growth and development.
• Flex First policy allowing you to choose your best working environment (remote or office).

About Marqeta

Marqeta is on a mission to change the way money moves as one of the earliest enablers of embedded finance, a market opportunity sized 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 powers well-known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc.).