Marqeta

Marqeta

Marqeta is a pioneer in modern card issuing and payment solutions, offering businesses instant card issuance and payment processing through their innovative open API platform.

Diversified Financial Services
251-1K
Founded 2010

Description

  • Serve as the first point of contact for customer issues across tickets, email, and other support channels.
  • Resolve complex technical problems through troubleshooting, diagnosis, root cause analysis, and corrective action planning.
  • Provide high-quality customer support while translating technical concepts into clear, user-friendly language.
  • Collaborate cross-functionally with Product, Engineering, and Technical Operations to resolve issues and share feedback.
  • Participate in on-call rotations and handle escalations as needed.
  • Monitor production transaction volume, functionality, capacity, and performance.
  • Proactively identify and address issuer resolution issues and support corrective actions.
  • Document process, product, and industry learnings to surface trends, pain points, and improvement opportunities.
  • Manage software updates and bug fixes in collaboration with Engineering.
  • Advocate for customer needs in product development and service delivery processes.

Requirements

  • 3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers.
  • Strong written and verbal communication skills with the ability to support both technical and non-technical stakeholders.
  • Ability to work in a customer-facing role with empathy and strong listening skills.
  • Willingness to participate in on-call rotations and maintain productivity with minimal supervision.
  • Experience with ticketing systems such as Salesforce, Jira, or Confluence.
  • Good understanding of API technologies and troubleshooting, including cURL and HTTP response codes.
  • Comfort working in a Linux environment.
  • Intermediate SQL knowledge; relational database experience is preferred.
  • Scriptwriting experience with Python, Ruby, Shell, or similar languages.
  • Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, or New Relic.
  • Preferred experience in payments and/or accounting systems.
  • Preferred experience working at a high-growth company.
  • Must be able to work remotely from the United States in the Pacific Time zone.

Benefits

  • Base salary range of $72,000-$90,000 for National, $77,900-$97,400 for Premium, and $84,700-$105,900 for Premium Plus locations.
  • Annual bonus opportunity for eligible employees.
  • Multiple health insurance options.
  • Flexible time off with a take-what-you-need approach.
  • Retirement savings program with company contribution and after-tax contributions.
  • Equity in a publicly traded company plus 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 remote work stipend.
  • Annual development dollars for professional growth.
  • Flexible First work model with the freedom to live and work wherever you and your family thrive.

Interested in this position?

Apply directly on the company website

Apply Now

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