Production Support Engineer II

About the Role

The role will also involve becoming an expert in all areas of Marqeta's products and services, ensuring that customers can fully utilize the company's offerings. As a customer advocate, the Production Support Engineer II will ensure that customers' needs and concerns are heard and addressed in product development and service delivery processes.

Marqeta operates with a 'Flexible First' approach, allowing employees to work remotely in the United States, specifically in the Pacific Time-zone. This role offers a unique opportunity to work with a high-growth company that values flexibility and work-life balance.

What You Will Do

• Provide high-quality support and take ownership of responding to inquiries, issues, and escalation inquiries through tickets, emails, and other 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
• 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 relentlessly to identify pain points and trends to help the team and organization grow and improve

What We Are Looking For

• 3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers
• Ability to work in a customer-facing role, with strong written and verbal communication skills, and the ability to listen, show empathy, and converse with both internal and external technical and non-technical stakeholders
• Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision
• Experience with ticketing systems (such as Salesforce, Jira, Confluence, etc.)
• Good understanding of API technologies and troubleshooting (i.e., you know what cURL does, know HTTP response codes, etc.)
• Comfortable working within a Linux environment
• Intermediate SQL knowledge (relational database experience preferred)
• Scriptwriting - Python, Ruby, Shell, etc.

Nice to Have

• Experience in payments and/or accounting systems
• Experience working at a high-growth company
• Knowledge of logging and monitoring tools such as Kibana, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, and New Relic

Benefits and Perks

• Competitive salary and benefits package
• Opportunity to work with a high-growth company that values flexibility and work-life balance
• Collaborative and dynamic work environment
• Professional development opportunities
• Access to cutting-edge technologies and tools
• Flexible working hours and remote work options

• Be prepared to provide specific examples of times when you had to troubleshoot complex technical issues and provide excellent customer service.
• Showcase your knowledge of API technologies, SQL, and scripting languages, and be ready to explain how you've applied these skills in previous roles.
• Highlight your experience working with ticketing systems, such as Salesforce, and your ability to work in a fast-paced environment with minimal supervision.
• Emphasize your customer-centric mindset and ability to work cross-functionally with various teams to resolve issues and provide customer care.
• Be prepared to discuss your experience with logging and monitoring tools, and how you've used them to optimize issuer resolution and implement corrective action planning.
• Don't be afraid to ask questions during the interview process, such as what a typical day looks like in the role, or what opportunities there are for professional development and growth within the company.