EU
Remote, UK
Marqeta is on a mission to change the way money moves. Our open API card issuing platform provides unprecedented flexibility and control for industry-leading companies such as Square, Coinbase, J.P.Morgan, and Uber, to issue cards, authorize transactions, and manage payment operations in real time. Founded in 2010, Marqeta IPO’d in 2021 and has grown into a team of over 900 Marqetans in the US, UK, Canada, Singapore, and Australia.
The Production Support Engineer role in our European team is at the centre of the customer experience for Marqeta. We strive to provide the highest quality support and service to our valued customers. You will play a critical role in managing the technical needs of Marqeta customers.
We work Flexible First. This role can be performed remote within the United Kingdom or from our London,UK office. We’d love for you to join us!
What you'll do
- Become a Marqeta product expert
- 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 issues and provide customer care
- Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors
- Provide on-call support for rotations and escalations
- Configure environments and controls
- Assist in monitoring production transaction volume, functionality, capacity, and performance
- Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning
- Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvements
- Advise onboarding customers on a technical solution to meet their business needs, balancing best practices, regulatory limitations, and an evolving platform
- 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 infodev 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
What we're looking for
- 4+ years of experience in technical support, production support, or IT support for B2B customers
- 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
- 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.)
- Comfortable working within a Linux environment
- Intermediate SQL knowledge (MySQL or Postgres experience preferred)
- Scriptwriting - Python, Ruby, shell, etc.
- Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, and New Relic
- The ability and desire to learn new technologies and tools
Nice-to-haves
- Experience in payments and accounting systems
- Experience with Zendesk, Salesforce, Jira and Confluence
- Experience working at a high growth company
Your Manager
Recruiter For This Role
Typical Process
- Application submission
- Recruiter phone call
- Hiring manager video call
- Virtual “Onsite” consisting of 4-5, 30 min video calls
- Offer!
Compensation and Benefits
- Flexible time off – take what you need
- Marqeta contributes 5% toward your group personal pension scheme
- Equity in a publicly-traded company and an Employee Stock Purchase Program
- Private insurance option: Marqeta pays 100% for employee coverage
- Family-forming benefits, fertility support, and Parental Leave
- Free therapy sessions and financial coaching
- Monthly stipend to support our hybrid work model
Visa Sponsorship
- We do not currently support any new sponsorship opportunities or sponsorship transfers for this role.
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