&lt;p&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;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.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;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.&lt;/span&gt;&lt;/p&gt;
&lt;p&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;We work&lt;a href=&quot;https://www.marqeta.com/blog/2022/05/10/flexible-first&quot;&gt; Flexible First&lt;/a&gt;. This role can be performed remote within the United Kingdom or from our London,UK office. We’d love for you to join us!&lt;/span&gt;&lt;/p&gt;
&lt;h3&gt;What you&#39;ll do&lt;/h3&gt;
&lt;ul&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Become a Marqeta product expert&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Provide high-quality support to our customers&lt;/span&gt;&lt;/li&gt;
&lt;ul&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Respond to inquiries via tickets, emails, and other channels&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Take ownership of responding to inquiries, issues, and escalations&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Work cross-functionally to resolve issues and provide customer care&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Provide on-call support for rotations and escalations&lt;/span&gt;&lt;/li&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Configure environments and controls&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Assist in monitoring production transaction volume, functionality, capacity, and performance&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvements&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Advise onboarding customers on a technical solution to meet their business needs, balancing best practices, regulatory limitations, and an evolving platform&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Provide feedback to product, engineering, design, and infodev teams to improve outputs based on customer experience&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improve&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;h3&gt;&lt;strong&gt;What we&#39;re looking for&lt;/strong&gt;&lt;/h3&gt;
&lt;ul&gt;
&lt;li&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;4+ years of experience in technical support, production support, or IT support for B2B customers&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;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&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Committed, flexible, and with demonstrated ability to maintain high levels of productivity with minimal supervision&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Comfortable working within a Linux environment&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Intermediate SQL knowledge (MySQL or Postgres experience preferred)&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Scriptwriting - Python, Ruby, shell, etc.&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, and New Relic&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;The ability and desire to learn new technologies and tools&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;h3&gt;&lt;strong&gt;Nice-to-haves&lt;/strong&gt;&lt;/h3&gt;
&lt;ul&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Experience in payments and accounting systems&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Experience with Zendesk, Salesforce, Jira and Confluence&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Experience working at a high growth company&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;h3&gt;&lt;strong&gt;Your Manager&lt;/strong&gt;&lt;/h3&gt;
&lt;ul&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;a href=&quot;https://www.linkedin.com/in/simon-laing-28b71631/&quot; target=&quot;_blank&quot;&gt;Simon Laing, Director, Production Support, EU&lt;/a&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Recruiter For This Role&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;a href=&quot;https://www.linkedin.com/in/louisedevlinscott?miniProfileUrn=urn%3Ali%3Afs_miniProfile%3AACoAAACSrWEBB-q1Sgn5y3jn5spONZVw6ZVsTnc&amp;amp;lipi=urn%3Ali%3Apage%3Ad_flagship3_search_srp_all%3Bm3gGNoNaTB%2Bs3N8DxY%2BqEw%3D%3D&quot; target=&quot;_blank&quot;&gt;Louise Devlin Scott&lt;/a&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Typical Process&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Application submission&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Recruiter phone call&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Hiring manager video call&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Virtual “Onsite” consisting of 4-5, 30 min video calls&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Offer!&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Compensation and Benefits&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Flexible time off – take what you need&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;Marqeta contributes 5% toward your group personal pension scheme&amp;nbsp;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Equity in a publicly-traded company and an Employee Stock Purchase Program&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;Private insurance option: Marqeta pays 100% for employee coverage&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Family-forming benefits, fertility support, and Parental Leave&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Free therapy sessions and financial coaching&lt;/span&gt;&lt;/li&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Monthly stipend to support our hybrid work model&amp;nbsp;&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;
&lt;p&gt;&lt;strong&gt;Visa Sponsorship&lt;/strong&gt;&lt;/p&gt;
&lt;ul&gt;
&lt;li style=&quot;font-weight: 400;&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;We do not currently support any new sponsorship opportunities or sponsorship transfers for this role.&lt;/span&gt;&lt;/li&gt;
&lt;/ul&gt;&lt;div class=&quot;content-conclusion&quot;&gt;&lt;p&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Our &lt;/span&gt;&lt;a href=&quot;https://www.marqeta.com/company/applicant&quot;&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt;Applicant and Candidate Privacy Notice&lt;/span&gt;&lt;/a&gt;&lt;span style=&quot;font-weight: 400;&quot;&gt; applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.&lt;/span&gt;&lt;/p&gt;
&lt;h6 style=&quot;text-align: right;&quot;&gt;&amp;nbsp;&lt;/h6&gt;&lt;/div&gt;

Remote, UK

Remote, USA

Senior Production Support Engineer (EU)

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