Senior Production Support Engineer - EU / UK

The Production Support Engineer role in Marqeta's European team focuses on managing the technical needs of customers, providing high-quality support, troubleshooting, and ensuring smooth platform integration and operation.

Location: Europe

Responsibilities

• Configure environments and controls.
• Troubleshoot collaboratively as customers integrate with the platform, guiding them through technical documentation and assessing root causes for errors.
• Respond to inquiries via tickets, emails, and other channels.
• Take ownership of responding to inquiries, issues, and escalations.
• Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues.
• Work cross-functionally to resolve issues and provide customer care.
• Become a Marqeta product expert.
• Assist in monitoring production transaction volume, functionality, capacity, and performance.
• Assist in responding to alerts, data, and trends that have customer impact.
• Coordinate and execute internal projects to improve the support process.
• 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.
• Provide on-call support for rotations and escalations.
• Advise onboarding customers on a technical solution to meet their business needs.
• Troubleshoot collaboratively as customers integrate with the platform, guiding them through technical documentation and assessing root causes for errors.
• Provide feedback to product, engineering, design, and info dev teams to improve outputs based on customer experience.
• Document process, product, and industry learnings to identify pain points and trends.

Requirements

• Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenisation.
• 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.
• Enjoy working in a team environment.
• 4+ years of experience in technical support, production support, or IT support for B2B customers.
• Committed, flexible, and with demonstrated ability to maintain high levels of productivity with minimal supervision.
• 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 (MySQL or Postgres 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.

Benefits

• Premium Private Medical and Dental coverage.
• Generous time off program with additional “Floating Holiday days”.
• Retirement savings program with company contribution.
• Equity in a publicly-traded company and an Employee Stock Purchase Program.
• Monthly stipend to support our remote work model.
• Annual development stipend to support our people's growth and development.
• Family-forming benefits and up to 20 weeks of Parental Leave.
• Wellbeing programs i.e. Modern Health, HealthKick and much more…