Product Support Engineer
As a Production Support Engineer I at Marqeta, you will be the first point of contact for our customers, addressing and resolving technical issues to ensure the seamless operation of our products and services. This role involves translating technical concepts into user-friendly language and collaborating with Engineering teams to manage software updates. You will handle various aspects of Marqeta's products and services, ensuring customers receive optimal support. For complex issues, you will follow escalation procedures, engaging senior members and Engineering teams as needed.
Key responsibilities include providing high-quality support by responding to inquiries and issues through tickets, emails, and other channels. You will perform problem-solving, diagnose issues, and generate corrective action plans. Collaborating cross-functionally, you will work to resolve issues and provide exceptional customer care. Additionally, you will assist in monitoring production transaction volume, functionality, and performance, proactively optimizing issuer resolution and implementing corrective action plans. Interaction with Product, Engineering, and Technical Operations teams is essential to provide feedback on production support-related issues and improvements.
The ideal candidate has 2 years of experience in Technical Support, Production Support, or IT Support for B2B customers, with experience in payments and/or accounting systems. Strong written and verbal communication skills are essential, along with the ability to work in a customer-facing role and converse with both technical and non-technical stakeholders. The candidate should be committed, flexible through on-call rotations, and able to maintain high productivity with minimal supervision. Experience with ticketing systems like Jira or Salesforce, a good understanding of API technologies and troubleshooting, basic SQL knowledge, and comfort working within a Linux environment are required. Familiarity with logging and monitoring tools such as Kibana, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, and New Relic is also important. A desire to learn new technologies and tools is highly valued.
Marqeta offers a competitive compensation package, including multiple health insurance options, flexible vacation time, a retirement savings program with company contribution, equity in a publicly-traded company, a monthly stipend to support our remote work model, and annual development dollars to support employee growth and development. Family-forming benefits and up to 20 weeks of parental leave are also provided.
Marqeta fosters a collaborative and inclusive company culture, emphasizing the importance of each team member's contributions. Employees have opportunities for growth and development, with access to resources and support to advance their careers. Joining Marqeta means becoming part of a team dedicated to innovation and excellence in the financial technology industry.