Senior Production Support Engineer
New
M
MarqetaFintech / Payments
Remote, USA, Pacific TimezoneFull-TimeSenior
SalaryNational: $86,500 - $108,100; Premium: $93,600 - $117,000; Premium Plus: $101,800 - $127,200
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Job Details
- Experience
- 8+ years of experience in technical support, production support, or IT support for B2B customers.
- Required Skills
- SQLSalesforceJiraRESTful APIsDatadogTechnical support
Requirements
- 8+ years of experience in technical support, production support, or IT support for B2B customers.
- Expert SQL knowledge (relational database experience preferred).
- Good understanding of API technologies and troubleshooting (cURL, HTTP response codes).
- Experience with logging and monitoring tools such as Datadog.
- Well versed with Incident management and Escalation management processes.
- Strong written and verbal communication skills for technical and non-technical stakeholders.
- Demonstrated ability to independently manage complex, ambiguous work and know when to escalate.
- Strong preference for experience in the card payments industry (Visa, Mastercard, 3DS, Tokenization).
- Experience with Salesforce and Jira is a plus.
Responsibilities
- Respond to inquiries via tickets, emails, and other channels.
- Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues.
- Work cross-functionally to resolve problems and provide customer updates.
- Interact with Product and Engineering teams to provide feedback on production support-related issues and improvements.
- Provide on-call support for rotations and escalations.
- Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors.
- Document process, product, and industry learnings relentlessly to identify pain points and trends.
- Work on automation, identifying toil and process improvement areas.
- Act as a mentor for Junior resources and take ownership of complex, time-sensitive problems.
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