Senior Production Support Engineer - EU/UK

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Requirements:

• Experience in the card payments industry is critical for success in this role, and we strongly prefer an understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenization 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.
• 4+ years of experience in technical support, production support, or IT support for B2B customers.
• 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.

Responsibilities:

• 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.
• 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 a 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.