Senior Production Support Engineer
Senior Production Support Engineer
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Job Description
As aSenior Production Support Engineer at Marqeta you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services. You will serve as the first line of contact for our customers adeptly handling and resolving complex technical issues while translating technical jargon into userfriendly language. Your broad knowledge base across various technologies will be instrumental in addressing a wide range of problems. In addition you will collaborate with our Engineering teams to manage software updates and bug fixes.
Your role will also involve becoming an expert in all areas of Marqetas products and services and ensuring that our customers can fully utilize our offerings. As a customer advocate you will ensure that our customers needs and concerns are heard and addressed in our product development and service delivery processes. At Marqeta we value the essential role our Production Support Engineers play in our service delivery chain and look forward to welcoming you to our team.
The Impact Youll Have
- Provide highquality support to our customers:
- Respond to inquiries via tickets emails and other channels
- Take ownership of responding to inquiries issues and escalations
- Perform problemsolving diagnosing root cause analysis and generate corrective action plans for issues
- Work crossfunctionally 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 supportrelated issues and improvements.
- Provide oncall 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 timesensitive problems
Who You Are
- 5 years of experience in technical support production support or IT support for B2B customers.
- Ability to work in a customerfacing 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 nontechnical 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.
- Comfortable working within a Linux environment.
- Expert SQL knowledge (relational database experience preferred)
- Scriptwriting PythonJavaScript 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.
- Well versed with Incident management and Escalation management processes
NiceToHaves
- Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows Credit Card Payment 3DS PSD2 and Tokenization will be helpful.
- Experience with Salesforce Jira DataDog
- Experience working at a highgrowth startup
- Experience with Relational Database
Typical Process
- Application submission
- Recruiter phone call
- Hiring manager video call
- Technical Interview
- Virtual Onsite consisting of 3 45 min calls
- Offer!
Compensation and Benefits
Marqeta is a Flex First company which allows you to choose your best working environment whether that be from home or at a company office. To support Flex First we calibrate pay to a competitive value according to working location.
When determining salaries we consider several factors including but not limited to skills prior experience and work location. The newhire base salary range for this position reflected in CAD is:82700 103400
We also believe in recognizing the contributions of our people. Thats why we award annual bonuses to eligible employees rewarding both individual performance and the success of the entire company.
Along with monetary compensation Marqeta offers
- Multiple health insurance options
- Flexible time off take what you need
- Retirement savings program with company contribution
- Equity in a publiclytraded company
- Monthly stipend to support our remote work model
- Annual development dollars to support our people growth and development
- Familyforming benefits and up to 20 weeks of Parental Leave
Required Experience:
Senior IC
Employment Type
Full Time
