Senior Production Support Engineer
New
M
MarqetaCard payments
Remote - USAFull-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
- SQLDatadog
Requirements
- Have 8+ years of experience in technical support, production support, or IT support for B2B customers.
- Bring strong SQL knowledge; relational database experience is preferred.
- Understand API technologies and troubleshooting, including cURL and HTTP response codes.
- Have experience with logging and monitoring tools such as Datadog.
- Be familiar with incident management and escalation management processes.
- Be able to independently manage complex, ambiguous work and know when to escalate.
- Be able to work with technical and non-technical internal and external stakeholders in a customer-facing role.
- Experience in the card payments industry is strongly preferred.
- Understanding Visa and Mastercard transaction flows, credit card payments, 3DS, and tokenization is helpful.
- Experience with Salesforce, Jira, low-code automation tooling, or AI tools for process improvements is a plus.
Responsibilities
- Respond to customer inquiries through tickets, email, and other channels, and take ownership of issues and escalations.
- Diagnose problems, perform root cause analysis, and develop corrective action plans.
- Work cross-functionally to resolve problems and provide customer updates.
- Respond to alerts and trends that may affect customers.
- Coordinate and execute projects to improve the support process.
- Collaborate with Product and Engineering teams on production support issues and improvements.
- Provide on-call support for rotations and escalations.
- Guide customers integrating with the platform through technical documentation and troubleshoot errors.
- Document process, product, and industry learnings to identify pain points and trends.
- Identify automation opportunities and process improvements, and mentor junior team members.
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