Production Support Engineer II
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Job Description
Production Support Engineer II providing support for Marqeta's products in the card payments sector. Troubleshooting technical issues and collaborating with engineering teams in a remote UK setting.
Responsibilities:
- Become a Marqeta product expert
- Provide high-quality support, and take ownership in 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
Requirements:
- 2-3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably experience in the card payments industry
- Ability to work in a customer-facing role, with strong written and verbal communication skills, with the ability to listen, show empathy, and also be able to 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
- Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumLogic, Grafana, Datadog, and New Relic
- The ability and desire to learn new technologies and tools
- Experience in payments and/or accounting systems
- Experience working at a high-growth company
Benefits:
- Premium Private Medical and Dental coverage
- Generous time off program with additional “Floating Holiday days”
- Retirement savings program with company contribution
- Equity in a publicly-traded company and an Employee Stock Purchase Program
- Monthly stipend to support our remote work model
- Annual development stipend to support our people growth and development
- Family-forming benefits and up to 20 weeks of Parental Leave
- Wellbeing programs i.e. Modern Health, HealthKick and much more…
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