IT & Software

Production Support Engineer II - UK

Marqeta

London · Greater London · United Kingdom

Overview

In this role you will be the primary point of contact for customers, resolving complex technical issues and translating jargon for non-technical users. You will grow into a Marqeta product expert, collaborate with Engineering, and drive issue resolution, product feedback, and service reliability. You’ll monitor production activity, perform root-cause analysis, and contribute to continuous improvement in a fast-growing payments environment. This is a customer-centric, on-call, cross-functional role with impact across product and operations.

Pay / Benefits
  • Premium private medical and dental coverage
  • Generous time off with floating holidays
  • Retirement savings with company contribution
  • Equity in publicly-traded company and Employee Stock Purchase Program
  • Monthly remote work stipend
  • Annual development stipend for growth and development
Responsibilities
  • Become a Marqeta product expert
  • Provide high-quality support via tickets, email, and other channels
  • Diagnose issues, perform root-cause analysis, and create corrective action plans
  • Work cross-functionally to resolve issues and deliver customer care
  • Provide on-call support for rotations and escalations
  • Monitor production transaction volume, functionality, capacity, and performance
  • Proactively optimize issuer resolution and action planning
  • Provide feedback to Product, Engineering, and Technical Operations on production support improvements
  • Document process, product, and industry learnings to identify pain points and trends
Key requirements
  • 2-3+ years of experience in Technical/Production/IT Support for B2B customers (card payments industry preferred)
  • Strong written and verbal communication with ability to engage both technical and non-technical stakeholders
  • Willingness to participate in on-call rotations
  • Experience with ticketing systems (Salesforce, Jira, Confluence)
  • Good understanding of API technologies and troubleshooting (e.g., knowledge of curl and HTTP status codes)
  • Comfortable working in a Linux environment
  • Intermediate SQL knowledge (relational databases)
  • Scriptwriting experience (Python, Ruby, Shell)
  • Experience with logging and monitoring tools (Kibana, Splunk, AppDynamics, Sumologic, Grafana, Datadog, New Relic)
  • Ability to learn new technologies and tools
  • Experience in payments and/or accounting systems
  • Experience in a high-growth company
  • Customer-centric mindset
  • Empathy and active listening
  • Clear written and verbal communication
  • API troubleshooting
  • Linux administration
  • SQL (relational databases)

Reference: WJ-747_30181388

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