Tech Stack

Description

You will manage the technical needs of Marqeta customers, providing high-quality support through troubleshooting, root cause analysis, and cross-functional collaboration. You'll configure environments, monitor production systems, and become a product expert while working with teams to improve support processes and customer experience.

Requirements

• Experience in the card payments industry is strongly preferred
• Understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenisation will be helpful
• Ability to work in a customer-facing role
• Strong written and verbal communication skills
• 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
• Comfortable working within a Linux environment
• Intermediate SQL knowledge
• 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

Responsibilities

• Configure environments and controls
• Troubleshoot collaboratively as customers integrate with our platform
• Provide high-quality support to our customers 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
• 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 better improve the support process
• Be proactive in monitoring, optimising 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
• 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