Production Support Engineers

Provide high-quality, customer-facing production support for Marqeta’s card issuing platform: respond to tickets, diagnose and resolve issues, perform root cause analysis, coordinate with Engineering/Product, run on-call rotations, improve processes and automation, mentor junior engineers, and document learnings to improve service delivery and customer experience. The summary above was generated by AI

As a Senior Production Support Engineer 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 complex technical issues while translating technical jargon into user-friendly language, Your broad knowledge base across various technologies will be instrumental in addressing a wide range of problems. In addition, you will collaborate with our Engineering teams to manage software updates and bug fixes.

Your role will also involve becoming an expert in all areas of Marqeta’s products and services and ensuring that our customers can fully utilize our offerings. As a customer advocate, you will ensure that our customers’ needs and concerns are heard and addressed in our product development and service delivery processes. 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 United States or from our Oakland office, in Pacific Timezone only. We’d love for you to join us!

The Impact You’ll Have

• Provide high-quality support to our customers:
• 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 problems and provide customer updates
• Become a Marqeta product expert.
• Assist in responding to alerts, data, and trends that have a customer impact
• Coordinate and execute internal projects to better improve the support process.
• Interact with Product and Engineering teams to provide feedback on production support-related issues and improvements.
• Provide on-call support for rotations and escalations.
• Troubleshoot collaboratively as customers integrate with our 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 relentlessly to identify pain points and trends to help the team and organization grow and improve.
• Work on automation, identifying toil and process improvement areas.
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What you need to know about the Colorado Tech Scene

With a business-friendly climate and research universities like CU Boulder and Colorado State, Colorado has made a name for itself as a startup ecosystem. The state boasts a skilled workforce and high quality of life thanks to its affordable housing, vibrant cultural scene and unparalleled opportunities for outdoor recreation. Colorado is also home to the National Renewable Energy Laboratory, helping cement its status as a hub for renewable energy innovation.

Key Facts About Colorado Tech

• Number of Tech Workers: 260,000; 8.5% of overall workforce (2024 CompTIA survey)
• Major Tech Employers: Lockheed Martin, Century Link, Comcast, BAE Systems, Level 3
• Key Industries: Software, artificial intelligence, aerospace, e-commerce, fintech, healthtech
• Funding Landscape: $4.9 billion in VC funding in 2024 (Pitchbook)
• Notable Investors: Access Venture Partners, Ridgeline Ventures, Techstars, Blackhorn Ventures
• Research Centers and Universities: Colorado School of Mines, University of Colorado Boulder, University of Denver, Colorado State University, Mesa Laboratory, Space Science Institute, National Center for Atmospheric Research, National Renewable Energy Laboratory, Gottlieb Institute

• 8+ years of experience in technical support, production support, or IT support for B2B customers.
• Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, Credit Card Payment, 3DS, and Tokenization will be helpful.
• 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.
• 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.)
• Expert SQL knowledge (relational database experience preferred)
• Experience with logging and monitoring tools such as Datadog.
• The ability and desire to learn new technologies and tools.
• Well versed with Incident management and Escalation management processes
• Demonstrated ability to independently manage complex, ambiguous work and know when to escalate.
• Committed, flexible, and able to maintain high levels of productivity with minimal supervision.

Nice-To-Haves

• Experience with Salesforce, Jira, DataDog
• Experience working at a high-growth start-up
• Experience with Relational Database
• Experience with low-code automation tooling.
• Experience with AI tools to design process improvements and bring in efficiency

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. Compensation is aligned according to three tiers within the United States:

• National: A baseline tier that applies to most of the geographic territory of the United States.
• Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA
• Premium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City., 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 is:
• National: $86,500 - $108,100
• Premium: $93,600 - $117,000
• Premium Plus: $101,800 - $127,200

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 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

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.

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