Product Support Engineer

As a Production Support Engineer I 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 technical issues, using known procedural documents with some technical analysis performed while translating technical jargon into user-friendly language. In addition, you will collaborate with our Engineering teams to manage software updates.

Your role will also involve handling problems in all areas of Marqeta's products and services and ensuring that our customers get the best support. For complex issues, you would follow escalation procedures engaging Senior members and Engineering teams. 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 anywhere within British Columbia, Canada. We’d love for you to join us!

This position is for an existing vacancy.

The Impact You’ll Have

• 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, and generating 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 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

Who You Are

• 2 years of experience in Technical Support, Production Support, or IT Support for B2B customers

• Experience in payments and/or accounting systems

• 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, Jira, SalesForce, etc)

• Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)

• Basic SQL knowledge should be able to modify queries for data extraction for troubleshooting

• Comfortable working within a Linux environment

• Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumoLogic, Grafana, Datadog, and New Relic

• The ability and desire to learn new technologies and tools

Nice to haves

• Experience working at a high-growth company

• Scriptwriting - Python, Ruby, Shell, etc

• Ability to read/understand Java codebase

Compensation and Benefits

Marqeta 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.

When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position, reflected in CAD, is: 60,600 - 75,800

We 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 offers

• Multiple health insurance options

• Flexible vacation time

• Retirement savings program with company contribution

• Equity in a publicly-traded company

• Monthly stipend to support our remote work model

• Annual “development dollars” to support our people growth and development

• Family-forming benefits and up to 20 weeks of Parental Leave