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Senior Production Support Engineer

3 hours, 24 minutes ago
United Kingdom
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Confluence Datadog Grafana HTTP JIRA Kibana Linux MySQL New Relic PostgreSQL Python Ruby Salesforce Splunk SQL
Apply Now
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
View All Jobs 14

Description

  • Configure environments and controls for customer support and production operations.
  • Troubleshoot customer integrations by guiding customers through technical documentation and identifying root causes of errors.
  • Respond to customer inquiries, issues, and escalations across tickets, email, and other channels.
  • Perform problem-solving, diagnosis, root cause analysis, and corrective action planning for customer-impacting issues.
  • Work cross-functionally with Product, Engineering, and Technical Operations to resolve issues and improve customer care.
  • Monitor production transaction volume, functionality, capacity, and performance.
  • Respond to alerts, data, and trends that may impact customers.
  • Coordinate and execute internal projects that improve the support process.
  • Provide on-call support for rotations and escalations.
  • Advise onboarding customers on technical solutions that balance business needs, best practices, regulatory limits, and platform changes.

Requirements

  • 4+ years of experience in technical support, production support, or IT support for B2B customers.
  • Experience in the card payments industry is strongly preferred.
  • Understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and tokenisation is helpful.
  • Strong written and verbal communication skills with the ability to support both technical and non-technical stakeholders.
  • Comfortable working in a customer-facing role and collaborating in a team environment.
  • Demonstrated ability to work with minimal supervision while maintaining high productivity.
  • Good understanding of API technologies and troubleshooting, including cURL and HTTP response codes.
  • Comfortable working within a Linux environment.
  • Intermediate SQL knowledge, with MySQL or Postgres experience preferred.
  • Scriptwriting experience in Python, Ruby, Shell, or similar languages.
  • Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, or New Relic.
  • Ability and desire to learn new technologies and tools.
  • Preferred: experience with Salesforce, Jira, and Confluence.
  • Preferred: experience with relational databases.
  • Preferred: experience working at a high-growth start-up.

Benefits

  • Premium private medical and dental coverage.
  • Generous time off program with additional floating holiday days.
  • Retirement savings program with company contribution.
  • Equity in a publicly traded company plus an Employee Stock Purchase Program.
  • Monthly stipend to support the remote work model.
  • Annual development stipend for growth and learning.
  • Family-forming benefits and up to 20 weeks of parental leave.
  • Wellbeing programs, including Modern Health and HealthKick.

Interested in this position?

Apply directly on the company website

Apply Now

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