Production Support Engineer II - EU / UK
WFA Digital Insight
As demand for digital payments specialists grew 25% in 2025, companies like Marqeta are looking for skilled Production Support Engineers to ensure seamless customer experiences. With a strong background in technical support and proficiency in tools like Salesforce, candidates can stand out in a competitive market. Marqeta's commitment to customer satisfaction and product innovation makes this role particularly appealing. Before applying, candidates should be prepared to showcase their problem-solving skills, ability to work independently, and experience with API technologies.
Job Description
About the Role
The Production Support Engineer II role at Marqeta is a critical position that requires a unique blend of technical expertise and customer-facing skills. As the first line of contact for customers, you will be responsible for resolving complex technical issues, providing high-quality support, and advocating for customer needs. Your broad knowledge base across various technologies will be essential in addressing a wide range of problems, from diagnosing and troubleshooting issues to collaborating with Engineering teams to manage software updates and bug fixes.As a key member of the production support team, you will play a pivotal role in ensuring the seamless operation of Marqeta's products and services. Your expertise will be instrumental in identifying and resolving technical issues, improving customer satisfaction, and driving business growth. You will work closely with cross-functional teams, including Product, Engineering, and Technical Operations, to provide feedback on production support-related issues and contribute to the development of new products and services.
Marqeta's commitment to innovation and customer satisfaction creates a dynamic and fast-paced work environment. As a remote worker, you will be expected to be self-motivated, flexible, and able to work independently with minimal supervision. Your ability to communicate effectively with both technical and non-technical stakeholders will be essential in this role.
What You Will Do
- Provide high-quality support to customers, responding to inquiries, issues, and escalation inquiries through various channels
- Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues
- Work cross-functionally to resolve issues and provide customer care
- Collaborate with Engineering teams to manage software updates and bug fixes
- Provide on-call support for rotations and escalations
- Assist in monitoring production transaction volume, functionality, capacity, and performance
- Be proactive in monitoring, optimizing issuer resolution, and implementing corrective action planning
- Interact with Product, Engineering, and Technical Operational teams to provide feedback on production support-related issues and improvements
- Document process, product, and industry learnings to identify pain points and trends
- Develop and maintain a deep understanding of Marqeta's products and services
- Stay up-to-date with industry trends, new technologies, and emerging issues
What We Are Looking For
- 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably in the card payments industry
- Ability to work in a customer-facing role, with strong written and verbal communication skills
- Experience with ticketing systems, such as Salesforce, Jira, Confluence, etc.
- Good understanding of API technologies and troubleshooting
- Comfortable working within a Linux environment
- Intermediate SQL knowledge, with relational database experience preferred
- Scriptwriting experience in languages like Python, Ruby, Shell, etc.
- Experience with logging and monitoring tools, such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, and New Relic
- Ability and desire to learn new technologies and tools
- Experience in payments and/or accounting systems
- Experience working at a high-growth company
Nice to Have
- Experience with cloud-based technologies, such as AWS or Azure
- Knowledge of containerization, using tools like Docker
- Familiarity with agile development methodologies
- Certification in ITIL or similar frameworks
- Experience with project management tools, such as Asana or Trello
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-growing, innovative company
- Collaborative, dynamic work environment
- Professional development opportunities, including training and education
- Flexible, remote work arrangements
- Access to cutting-edge technologies and tools
- Recognition and reward for outstanding performance
- Comprehensive health and wellness programs
- Generous paid time off and holiday policies
- Remote work stipend and equipment allowance
How to Stand Out
- Tip: Make sure to highlight your experience with Salesforce and Excel in your application, as these skills are highly valued in this role.
- To stand out, showcase your ability to communicate complex technical issues in a clear, concise manner, and demonstrate your experience working with cross-functional teams.
- Be prepared to provide specific examples of times when you had to troubleshoot and resolve technical issues, and explain your approach to problem-solving.
- If you have experience with API technologies and logging and monitoring tools, be sure to highlight these skills, as they are highly relevant to this role.
- When negotiating salary, consider researching industry standards for Production Support Engineers in the UK, and be prepared to discuss your expectations and requirements.
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