Marqeta
You see a card. We see endless possibilities.™
Production Support Engineer
Location
California + 1 moreAll locations: California, Washington
Posted
2 days ago
Salary
$59K - $73.8K / year
2 yrs expEnglishGrafanaLinuxSplunkSQL
Job Description
• 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
Job Requirements
- 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, SumoLogic, Grafana, Datadog, and New Relic
- The ability and desire to learn new technologies and tools
Benefits
- Multiple health insurance options
- Flexible time off – take what you need
- Retirement savings program with company contribution and after tax contributions
- Equity in a publicly-traded company and an Employee Stock Purchase Program
- Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave
- Free therapy sessions, financial and professional coaching, and legal advice
- Monthly stipend to support our remote work model
- Annual “development dollars” to support our people growth and development
- Through Flex First, the freedom to live and work wherever you and your family thrive
