Marqeta
ProductionSupportEngineerII-EU/UK
Neural analysis suggests this role is
optimal for Mid candidates.
“Production Support Engineer II - EU / UK at Marqeta. Skills: Production Support, Technical Support, API Technologies, Linux Environment. Become Marqeta product expert. Provide high-quality support”
Industry & Context.
Problem-solving; Diagnosing; Root cause analysis; Troubleshooting
On-call support, On-call rotations
What They're Looking For.
Must Have
2-3+ years Technical Support, 2-3+ years Production Support, 2-3+ years IT Support, Experience with ticketing systems, Good understanding API technologies, Comfortable working Linux environment, Intermediate SQL knowledge, Scriptwriting experience, Experience logging and monitoring tools
Nice to Have
Experience card payments industry, Relational database experience, Experience payments systems, Experience accounting systems, Experience high-growth company
What You'll Do.
Become Marqeta product expert
Provide high-quality support
Respond to escalation inquiries
Perform problem-solving
Generate corrective action plans
Work cross-functionally resolve issues
Provide customer care
Provide on-call support
Monitor production transaction volume
Monitor production functionality
Monitor production capacity
Monitor production performance
Optimize issuer resolution
Implement corrective action planning
Interact with Product teams
Interact with Engineering teams
Interact with Technical Operational teams
Provide feedback on production support issues
Provide feedback on production support improvements
Document process learnings
Document product learnings
Document industry learnings
How You'll Work.
Team & Collaboration
Collaborate with Engineering teams; Interact with Product teams; Interact with Engineering teams; Interact with Technical Operational teams
Communication Scope
Translate technical jargon; Written communication; Verbal communication
Full Job Description
As a Production Support Engineer II at Marqeta, 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 utilise 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. This role can be performed remotely within the UK or from our London, Holborn office. We’d love for you to join us! The Impact You’ll Have 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 relent
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