Product Support Engineer, Marqeta
+ Equity
More information about location
Modern payment & card issuing solutions
Be an early applicant
Modern payment & card issuing solutions
1001+ employees
Be an early applicant
+ Equity
More information about location
1001+ employees
Company mission
To be the global standard for modern card issuing, empowering builders to bring the most innovative products to the world.
Role
Who you are
- 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
Desirable
- Experience working at a high-growth company
- Scriptwriting - Python, Ruby, Shell, etc
- Ability to read/understand Java codebase
What the job involves
- As a Production Support Engineer I 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 technical issues, using known procedural documents with some technical analysis performed while translating technical jargon into user-friendly language
- In addition, you will collaborate with our Engineering teams to manage software updates
- Your role will also involve handling problems in all areas of Marqeta's products and services and ensuring that our customers get the best support
- For complex issues, you would follow escalation procedures engaging Senior members and Engineering teams
- 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
- 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
Our take
Marqeta processes payments quickly, offering businesses a more straightforward way to take customer payments with its physical and virtual card solutions. The company has a string of major companies utilizing its flexible and scalable platform, including Uber, Doordash and Square.
The company is rapidly expanding in Europe, with strong growth in processing volumes and new partnerships, including major collaborations with firms like Trade Republic. It also partnered with Visa and Affirm to introduce the Visa Flexible Credential, allowing users to access multiple payment methods on one card.
With a focus on global growth and delivering innovative financial services, Marqeta is targeting new verticals and supporting underbanked businesses. With this aim, the company is on its way to deepening its impact in the fintech space and driving further innovation in payments.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 9 rounds)
May 2020
$150m
LATE VC
May 2019
$250m
SERIES E
Total funding: $542.5m
Company benefits
- Praise: We believe in generously recognizing each other’s talents and contributions, and sharing the goodness we see
- Health and wellness: We cover your premiums for health, dental, and vision. Plus, your pet gets his/her/its own insurance, on us
- Flexible time off: We take time to relax and recharge when needed. We have unlimited time off for most employees and encourage an average of 5 weeks per year
- Marqeta paid family leave: We support all families. We offer 12 weeks of paid leave for all new parents and up to 20 for birthing parents. We also offer 4 weeks of caregiving leave
- 401k match: We invest in your future. We’ll match 50% of your contribution and up to 6% of your salary
- Meaningful equity: As owners of the company, we’re all in this together. Full-time employees will receive equity in Marqeta
- Giving back: We recognize we’re part of a larger community and encourage employees to donate their time and expertise to organizations they support
- Monthly stipend: You’ll get an additional monthly stipend on your paycheck to help fund your daily commute, cell phone, and/or internet connectivity
- Stock discount: The Employee Stock Purchase Program allows employees to buy discounted company stock
Company HQ
Northgate - Waverly, Oakland, CA
Leadership
Jason Gardner
(Founder & Board Member)Having studied at Arizona State University, worked in Management for Benettar Marble & Granite, NetManage and Gartner Group. Then founded PropertyBridge and spent 2 years at MoneyGram before founding Marqeta as CEO in 2010.
Mike Milotich
(CEO)Spent a decade at VISA, ultimately serving as SVP (Head of Corporate Finance and Investor Relations). Was also Commercial Analytics Lead for PayPal and a Senior Financial Analyst at Barclays Global Investors.
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