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Production Support Engineer II

2 weeks ago
United States
Full-time
Junior
Technical Support Engineer
DevOps and Infrastructure
Confluence Datadog Grafana HTTP JIRA Kibana Linux New Relic 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 27

Description

  • Serve as the first point of contact for customer inquiries, issues, and escalations across tickets, email, and other channels.
  • Diagnose problems, perform root cause analysis, and create corrective action plans for production issues.
  • Collaborate cross-functionally with Engineering, Product, and Technical Operations to resolve issues and improve customer support processes.
  • Provide on-call support during rotation and handle escalations as needed.
  • Monitor production transaction volume, functionality, capacity, and performance.
  • Proactively identify and address issuer resolution issues and implement corrective actions.
  • Document process, product, and industry learnings to surface pain points and trends.
  • Advocate for customer needs and communicate technical information in clear, user-friendly language.
  • Support software updates, bug fixes, and production-related improvements with engineering teams.

Requirements

  • 3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers.
  • Experience in a customer-facing role with strong written and verbal communication skills.
  • Ability to listen empathetically and communicate effectively with both technical and non-technical stakeholders.
  • 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 preferred.
  • Experience with scripting languages such as Python, Ruby, or Shell.
  • Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, or New Relic.
  • Experience in payments and/or accounting systems is a plus.
  • Experience working at a high-growth company is a plus.
  • Remote work is available in the United States only in the Pacific Time zone.

Benefits

  • Base salary range of $72,000–$90,000 for National, $77,900–$97,400 for Premium, or $84,700–$105,900 for Premium Plus locations.
  • Annual bonuses for eligible employees.
  • Multiple health insurance options.
  • Flexible time off.
  • 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 stipend to support remote work.
  • Annual development dollars for learning and growth.
  • Flexible First work model with the freedom to work from home or a company office.

Interested in this position?

Apply directly on the company website

Apply Now

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