Production Support Engineer I - Marqeta

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Job Title

Production Support Engineer I

Job Location

Vancouver, Canada

Job Listing URL

https://job-boards.greenhouse.io/marqeta/jobs/6667098

Job Description

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.

We work Flexible First. This role can be performed remotely anywhere within the Vancouver Metro, Canada area. We’d love for you to join us!

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, SumLogic, 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

Typical Process

Application submission
Recruiter phone call
Hiring manager video call
Technical Interview
Virtual “Onsite” consisting of 2, 45 min calls
Offer!

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: 56,400 - 70,500

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 time off – take what you need
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

About Marqeta

Marqeta is on a mission to change the way money moves. We’re one of the earliest enablers of embedded finance, a market opportunity sized up in the trillions. Our card issuing platform provides unprecedented flexibility and control for companies to issue cards, authorize transactions, and manage payment operations in real time. Marqeta is powering the most well known brands in the new economy (Block, Cash App, Affirm, Instacart, Doordash, Uber, Walmart, etc). You don’t need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

Marqeta’s Values

– Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.

– Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.

– Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.

– Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.

– Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.

Equal Employment Opportunity, Accommodations and Privacy

Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants regardless of race, ancestry, national origin, color, Indigenous, citizenship, religion/creed, sex, sexual orientation, gender identity, gender expression marital status, family status, disability, veteran status, criminal histories consistent with legal requirements, or any other characteristic protected by applicable law.

Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.

If you require reasonable accommodation for the application process and beyond (including due to a disability), please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law. The Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.

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