Production Support Engineer II- EU/UK

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Requirements:

• 3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers, preferably experience in the card payments industry
• 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 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 environment
• Intermediate SQL knowledge (relational database 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 in payments and/or accounting systems
• Experience working at a high-growth company

Responsibilities:

• 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 relentlessly to identify pain points and trends to help the team and organization grow and improve