Senior Production Support Engineer
Marqeta · Remote · Remote - USA ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Senior level role
- Fully remote (US)
- 8+ years experience
- SQL & API expertise
- On-call rotation
As a Senior Production Support Engineer, you will serve as the primary contact for customers, resolving technical issues and translating jargon into clear language. You will collaborate with Engineering and Product teams to manage updates, improve processes, and ensure seamless operation of Marqeta's card issuing platform.
What you'll do
- Respond to customer inquiries via tickets, email, and other channels
- Perform root cause analysis and generate corrective action plans
- Collaborate cross-functionally to resolve problems and update customers
- Provide on-call support for rotations and critical escalations
- Troubleshoot integration issues using technical documentation
- Mentor junior team members and own complex, time-sensitive problems
- Identify toil and implement automation for process improvement
- Document learnings to help the team identify pain points and trends
What you'll need
- 8+ years in technical or production support for B2B customers
- Strong understanding of API technologies and HTTP response codes
- Expert SQL knowledge with relational database experience
- Experience with logging and monitoring tools like Datadog
- Proficient in incident and escalation management processes
- Strong written and verbal communication skills for stakeholders
- Ability to work independently with minimal supervision
- Willingness to learn new technologies and tools continuously
Nice to have
- Experience in the card payments industry
- Knowledge of Visa/Mastercard flows, 3DS, and Tokenization
- Familiarity with Salesforce and Jira
- Experience with low-code automation tooling
- Background in high-growth start-up environments
- Use of AI tools for process efficiency improvements
Stack
- SQL
- Datadog
- cURL
- Salesforce
- Jira
- APIs
How you'll work
- Fully remote within the United States
- Flexible First policy allows choice of work environment
- On-call support required for rotations
- Pay calibrated to US location tiers
What you get
- Annual bonuses based on performance
- Multiple health insurance options
- Flexible time off policy
- Retirement savings with company contribution
- Equity and Employee Stock Purchase Program
- Up to 20 weeks of Parental Leave
- Monthly remote work stipend
- Annual development dollars for growth