Senior Production Support Engineer
You will serve as a first point of contact for customers, resolve complex technical issues, explain technical concepts clearly, and collaborate with Engineering on updates and bug fixes. You will troubleshoot integrations, improve support processes, document learnings, automate repetitive work, provide on-call support, and mentor junior resources.
Responsibilities
- Respond to customer inquiries through tickets, email, and other channels
- Own inquiries, issues, and escalations
- Perform problem-solving, diagnosis, and root cause analysis
- Generate corrective action plans
- Work cross-functionally to resolve problems and provide customer updates
- Become an expert in Marqeta products
- Respond to customer-impacting alerts, data, and trends
- Coordinate and execute projects to improve support processes
- Provide feedback to Product, Engineering, Design, and information development teams
- Provide on-call support for rotations and escalations
- Troubleshoot customer platform integrations
- Guide customers through technical documentation
- Document process, product, and industry learnings
- Identify toil and process improvement opportunities
- Work on automation
- Mentor junior resources
- Own complex, time-sensitive problems
Requirements
- 8+ years of experience in technical support, production support, or IT support for B2B customers
- Experience in the card payments industry preferred
- Understanding of Visa and Mastercard transaction flows, credit card payments, 3DS, and tokenization
- Strong written and verbal communication skills
- Customer-facing experience
- API technology and troubleshooting knowledge
- Expert SQL knowledge
- Relational database experience
- Experience with logging and monitoring tools such as Datadog
- Incident management and escalation management experience
- Ability to manage complex and ambiguous work independently
- Experience with Salesforce, Jira, or DataDog preferred
- Experience with low-code automation tooling preferred
- Experience with AI tools for process improvement preferred
Benefits
- Multiple health insurance options
- Flexible time off
- Retirement savings program with company contribution and after-tax contributions
- Equity in a publicly traded company
- Employee Stock Purchase Program
- Family-forming benefits
- Fertility support
- Up to 20 weeks of parental leave
- Free therapy sessions
- Financial coaching
- Professional coaching
- Legal advice
- Monthly remote work stipend
- Annual development dollars
- Freedom to work remotely from a location where you and your family thrive