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 technical issues and inquiries through tickets, emails, and other channels.
  • Diagnose problems, perform technical analysis, and generate corrective action plans.
  • Translate technical details into clear, user-friendly communication for internal and external stakeholders.
  • Collaborate cross-functionally with Engineering, Product, and Technical Operations to resolve issues and improve support processes.
  • Provide on-call support for escalations and rotation coverage.
  • Monitor production transaction volume, functionality, and performance.
  • Escalate complex issues to senior team members and Engineering following established procedures.
  • Support software updates and contribute feedback on production support issues and improvements.

Requirements

  • 2 years of experience in Technical Support, Production Support, or IT Support for B2B customers.
  • Experience in payments and/or accounting systems.
  • 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, show empathy, and maintain productivity with minimal supervision.
  • Experience with ticketing systems such as Jira or Salesforce.
  • Basic understanding of API technologies and troubleshooting, including cURL and HTTP response codes.
  • Basic SQL knowledge and ability to modify queries for data extraction and troubleshooting.
  • Comfort working in a Linux environment.
  • Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, or New Relic.
  • Willingness and ability to learn new technologies and tools.
  • Preferred: experience working at a high-growth company.
  • Preferred: scriptwriting experience with Python, Ruby, or Shell.
  • Preferred: ability to read and understand a Java codebase.

Benefits

  • Remote-first Flexible First work model within Ontario or British Columbia, Canada.
  • New-hire base salary range of CAD 60,600 to 75,800.
  • Annual bonuses for eligible employees.
  • Multiple health insurance options.
  • Flexible vacation time.
  • Retirement savings program with company contribution.
  • Equity in a publicly traded company.
  • Monthly stipend to support remote work.
  • Annual development dollars for growth and learning.
  • Family-forming benefits and up to 20 weeks of parental leave.

Interested in this position?

Apply directly on the company website

Apply Now

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