Production Support Engineer II

As Marqeta’s Production Support Engineer II, you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services. You will serve as the first line of contact for our customers, adeptly handling and resolving complex technical issues while translating technical jargon into user-friendly language. Your broad knowledge base across various technologies will be instrumental in addressing a wide range of problems. In addition, you will collaborate with our Engineering teams to manage software updates and bug fixes.Your role will also involve becoming an expert in all areas of Marqeta's products and services and ensuring that our customers can fully utilize our offerings. As a customer advocate, you will ensure that our customers' needs and concerns are heard and addressed in our product development and service delivery processes. At Marqeta, we value the essential role our Production Support Engineers play in our service delivery chain and look forward to welcoming you to our team.We work Flexible First. This role can be performed remotely in the United States, only in Pacific Time-zone.The Impact You’ll HaveBecome a Marqeta product expertProvide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channelsPerform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issuesWork cross-functionally to resolve issues and provide customer careProvide on-call support for rotations and escalationsAssist in monitoring production transaction volume, functionality, capacity, and performanceBe proactive in monitoring, optimizing issuer resolution, and implementing corrective action planningInteract with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvementsDocument process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improveWho You Are3+ years of experience in Technical Support, Production Support, or IT Support for B2B customersAbility 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 stakeholdersCommitted, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervisionExperience 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 environmentIntermediate SQL knowledge (relational database experience preferred)Scriptwriting - Python, Ruby, Shell, etcExperience with logging and monitoring tools such as Kibana, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, and New RelicNice-To-HavesExperience in payments and/or accounting systems.Experience working at a high-growth company.Your ManagerDavid FooRecruiter For This RolePrashant STypical ProcessApplication SubmissionRecruiter phone callHiring manager video callVirtual “Onsite” consisting of 4-5, 45 min callsOffer!Compensation and BenefitsMarqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. Compensation is aligned according to three tiers within the United States:National: A baseline tier that applies to most of the geographic territory of the United States.Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WAPremium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City.Visit this page or consult with a Recruiter to determine which tier would be applicable to you.When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range in USD for this position is:National: 72,000 - 90,000Premium: 77,900 - 97,400Premium Plus: 84,700 - 105,900We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.Along with monetary compensation, Marqeta offersMultiple health insurance optionsFlexible time off – take what you needRetirement savings program with company contribution and after tax contributionsEquity in a publicly-traded company and an Employee Stock Purchase ProgramFamily-forming benefits, fertility support, and up to 20 weeks of Parental LeaveFree therapy sessions, financial and professional coaching, and l