Senior Production Support Engineer - EU / UK

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorise transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

The Production Support Engineer role in our European team is at the centre of the customer experience for Marqeta. We strive to provide the highest quality support and service to our valued customers. You will play a critical role in managing the technical needs of Marqeta customers.

• Configure environments and controls.
• Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors.
• Provide high-quality support to our customers:
• Respond to inquiries via tickets, emails, and other channels
• Take ownership of responding to inquiries, issues, and escalations
• Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues
• Work cross-functionally to resolve issues and provide customer care
• Become a Marqeta product expert.
• Assist in monitoring production transaction volume, functionality, capacity, and performance.
• Assist in responding to alerts, data, and trends that have customer impact
• Coordinate and execute internal projects to better improve the support process.
• Be proactive in monitoring, optimising 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.
• Provide on-call support for rotations and escalations.
• Advise onboarding customers on a technical solution to meet their business needs, balancing best practices, regulatory limitations, and an evolving platform.
• Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors.
• Provide feedback to product, engineering, design, and info dev teams to improve outputs based on customer experience.
• Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organisation grow and improve.

• Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenisation will be helpful.
• 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.
• Enjoy working in a team environment.
• 4+ years of experience in technical support, production support, or IT support for B2B customers.
• Committed, flexible, and with demonstrated ability to maintain high levels of productivity with minimal supervision.
• 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 (MySQL or Postgres 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 with Salesforce, Jira and Confluence
• Experience in Relational Database
• Experience working at a high-growth start-up

• Lou Devlin - Linkedin Profile (no agencies please!)

• Application Submission
• Recruiter video call
• Hiring manager video call
• Virtual “Onsite” consisting of 4-5, 45 min calls
• Offer!

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that.  This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements. 

Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request.

Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.