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Senior Production Support Engineer - EU / UK

1 day, 17 hours ago
United Kingdom
Full-time
Senior
Technical Support Engineer
DevOps and Infrastructure
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 22

Description

  • Configure environments and controls to support customer and production needs.
  • Troubleshoot customer integrations and guide customers through technical documentation and root-cause analysis.
  • Respond to customer inquiries, issues, and escalations across tickets, email, and other channels.
  • Own problem-solving, diagnosis, corrective action plans, and cross-functional issue resolution.
  • Monitor production transaction volume, functionality, capacity, performance, alerts, data, and trends.
  • Coordinate and execute internal projects that improve the support process.
  • Work proactively on issuer resolution and corrective actions to improve support outcomes.
  • Partner with Product, Engineering, Technical Operations, design, and documentation teams to share feedback and improvements.
  • Provide on-call support for rotations and escalations.
  • Document process, product, and industry learnings to identify pain points and trends.

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.
  • Ability to work in a customer-facing role with empathy and active listening.
  • Comfortable working independently with minimal supervision and a high level of productivity.
  • Good understanding of API technologies and troubleshooting, including cURL and HTTP response codes.
  • Comfortable working in a Linux environment.
  • Intermediate SQL knowledge; MySQL or Postgres experience is preferred.
  • Scriptwriting experience with Python, Ruby, Shell, or similar languages.
  • Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamics, SumLogic, Grafana, Datadog, or New Relic.
  • Willingness and ability to learn new technologies and tools.
  • Experience with Salesforce, Jira, and Confluence is a plus.
  • Experience with relational databases is a plus.
  • Experience working at a high-growth startup is a plus.

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 development.
  • 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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