Senior Production Support Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver exceptional support to our clients.

• Address inquiries through tickets, emails, and various other channels.

• Take responsibility for addressing inquiries, issues, and escalations.

• Engage in problem-solving, diagnosing issues, conducting root cause analysis, and developing corrective action plans.

• Collaborate across departments to resolve issues and keep customers informed.

• Become an expert on Marqeta products.

• Assist in monitoring alerts, data, and trends that affect customers.

• Organize and implement internal projects aimed at enhancing the support process.

• Collaborate with Product and Engineering teams to offer feedback on production support-related challenges and enhancements.

• Provide on-call support during rotations and handle escalations.

• Work collaboratively to troubleshoot as customers integrate with our platform, guiding them through technical documentation and identifying root causes of errors.

• Offer feedback to product, engineering, design, and information development teams to enhance outputs based on customer experiences.

• Diligently document processes, product insights, and industry knowledge to recognize pain points and trends, aiding team and organizational growth.

• Focus on automation by identifying repetitive tasks and opportunities for process improvement.

• Serve as a mentor for junior staff and take ownership of complex, time-sensitive issues.

⛳️ Requirements

• Minimum of 8 years of experience in technical support, production support, or IT support for B2B clients.

• Strongly preferred experience in the card payments sector; familiarity with Visa and Mastercard transaction flows, Credit Card Payment, 3DS, and Tokenization is beneficial.

• Capacity to work in a customer-facing capacity, possessing strong written and verbal communication skills, with the ability to listen, empathize, and engage with both technical and non-technical stakeholders internally and externally.

• Enjoyment in working within a team-oriented environment.

• Proven commitment, adaptability, and ability to maintain high productivity levels with minimal oversight.

• Solid understanding of API technologies and troubleshooting (e.g., knowledge of cURL functionality, HTTP response codes, etc.).

• Proficient in SQL (experience with relational databases is preferred).

• Familiarity with logging and monitoring tools such as Datadog.

• Willingness and eagerness to learn new technologies and tools.

• Well-versed in Incident Management and Escalation Management processes.

• Demonstrated capability to independently handle complex, ambiguous tasks and recognize when escalation is necessary.

• Committed, flexible, and able to sustain high levels of productivity with minimal supervision.

🏝️ Benefits

• Multiple health insurance options available.

• Flexible time off – take what you need.

• Retirement savings program with company contributions and after-tax contributions.

• Equity in a publicly-traded company and an Employee Stock Purchase Program.

• Family-forming benefits, fertility assistance, and up to 20 weeks of Parental Leave.

• Complimentary therapy sessions, financial and professional coaching, and legal advice.

• Monthly stipend to facilitate our remote work model.

• Annual “development dollars” to support personal growth and development.

• Thanks to Flex First, the freedom to live and work from wherever you and your family thrive.