Senior Production Support Engineer - EU / UK

About the Role

The role is part of a team that is at the forefront of Marqeta's mission to change the way money moves. By working closely with customers, the Senior Production Support Engineer will gain a deep understanding of their technical needs and challenges, providing tailored support and solutions. This is an opportunity to make a significant impact on the customer experience, contributing to the growth and success of Marqeta's innovative card issuing platform.

Day-to-day responsibilities will include managing technical inquiries, collaborating with internal teams to resolve issues, and continuously improving the support process. The ideal candidate will have a strong technical foundation, excellent communication skills, and a customer-centric approach.

What You Will Do

• Configure environments and controls to meet customer needs.
• Troubleshoot technical issues collaboratively, guiding customers through technical documentation and assessing root causes for errors.
• Provide high-quality support to customers, responding to inquiries via tickets, emails, and other channels.
• Take ownership of responding to inquiries, issues, and escalations, ensuring prompt and effective resolutions.
• Perform problem-solving, diagnosing root causes, and generating corrective action plans for issues.
• Work cross-functionally with various teams to resolve issues and provide customer care, ensuring a seamless experience.
• Become a Marqeta product expert, staying up-to-date with the latest developments and features.
• Assist in monitoring production transaction volume, functionality, capacity, and performance, identifying areas for improvement.
• Coordinate and execute internal projects aimed at enhancing the support process and customer experience.
• 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.
• Provide on-call support for rotations and escalations, ensuring 24/7 coverage.
• Advise onboarding customers on technical solutions tailored to their business needs, balancing best practices, regulatory limitations, and the evolving platform.
• Document process, product, and industry learnings to identify pain points and trends, contributing to team and organizational growth.

What We Are Looking For

• Experience in the card payments industry, with a strong understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenisation.
• 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 technical and non-technical stakeholders.
• 4+ years of experience in technical support, production support, or IT support for B2B customers, with a proven track record of delivering high-quality support.
• Committed, flexible, and with a demonstrated ability to maintain high levels of productivity with minimal supervision.
• Good understanding of API technologies and troubleshooting, including knowledge of cURL, HTTP response codes, etc.
• Comfortable working within a Linux environment, with intermediate SQL knowledge (MySQL or Postgres experience preferred).
• Scriptwriting skills in languages such as Python, Ruby, Shell, etc.
• Experience with logging and monitoring tools like Kibana, Splunk, etc.

Nice to Have

• Experience with Salesforce or similar CRM systems.
• Knowledge of cloud-based technologies and platforms.
• Certification in ITIL or similar service management frameworks.
• Experience working in an agile development environment.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a pioneering company in the embedded finance space.
• Collaborative and dynamic work environment with a team of innovators.
• Professional development opportunities, including training and conference attendance.
• Flexible working hours and remote work options, with a stipend for home office setup.
• Access to cutting-edge technologies and tools.
• Comprehensive health insurance and wellness programs.
• Generous PTO policy and paid holidays.

• Ensure your resume highlights specific experience with card payments, API technologies, and customer-facing technical support.
• Prepare examples of how you've troubleshooted complex technical issues and improved customer satisfaction in previous roles.
• Familiarize yourself with Marqeta's card issuing platform and the company's approach to embedded finance to stand out in interviews.
• Be ready to discuss your understanding of regulatory requirements such as PSD2 and 3DS, and how they impact payment processing.
• Showcase your ability to work independently and as part of a distributed team, with strong communication and collaboration skills.
• Consider creating a personal project or contributing to open-source projects to demonstrate your proficiency in scripting languages and API integration.
• Prepare thoughtful questions about Marqeta's technology stack, customer support processes, and opportunities for growth and professional development.