The Senior Production Support Engineer role is part of the European team at Marqeta, focusing on enhancing customer experience.
This position can be performed remotely within the UK or from the London office.
Responsibilities include configuring environments and controls, troubleshooting customer integrations, and providing high-quality support.
The role requires becoming a Marqeta product expert and assisting in monitoring production transaction volume and performance.
The engineer will respond to alerts and trends impacting customers and coordinate internal projects to improve support processes.
Proactive monitoring and optimization of issuer resolution, along with providing on-call support, are essential duties.
The engineer will advise onboarding customers on technical solutions and document processes and learnings to identify trends for improvement.
Requirements:
Experience in the card payments industry is critical, with a preference for knowledge of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenization.
Strong written and verbal communication skills are necessary for a customer-facing role, with the ability to engage with both technical and non-technical stakeholders.
A minimum of 4 years of experience in technical support, production support, or IT support for B2B customers is required.
Candidates should demonstrate commitment, flexibility, and the ability to maintain productivity with minimal supervision.
A good understanding of API technologies and troubleshooting is essential, including familiarity with cURL and HTTP response codes.
Comfort in a Linux environment and intermediate SQL knowledge (preferably MySQL or Postgres) are required.
Scriptwriting skills in Python, Ruby, Shell, or similar languages are necessary.
Experience with logging and monitoring tools such as Kibana, Splunk, and Grafana is preferred.
A willingness to learn new technologies and tools is essential.
Benefits:
The position offers premium private medical and dental coverage.
Employees benefit from a generous time off program, including additional "Floating Holiday days."
A retirement savings program with company contributions is provided.
Employees receive equity in a publicly-traded company and can participate in an Employee Stock Purchase Program.
A monthly stipend is available to support remote work.
An annual development stipend is offered to support personal growth and development.
Family-forming benefits and up to 20 weeks of parental leave are included.
Wellbeing programs, such as Modern Health and HealthKick, are available to employees.
