What are the responsibilities and job description for the Production Support Engineer | Marqeta position at Ziphire.hr?
Job Link : https://ziphire.hr/job/8548cfd8-0d1b-4336-adf5-f06e1e384876As 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.We work Flexible First. This role can be performed remotely in the United States, only in one of our Premium or National locations in Pacific or Mountain Timezone, which you can review here.The Impact You'll HaveProvide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channelsPerform problem-solving, diagnosing, and generating corrective action plans for issuesWork cross-functionally to resolve issues and provide customer careProvide on-call support for rotations and escalationsAssist in monitoring production transaction volume, functionality and performanceBe proactive in monitoring, optimizing issuer resolution, and implementing corrective action planningInteract with Product, Engineering, and Technical Operational teams to provide feedback on production support related issues and improvementsRequirements2 years of experience in Technical Support, Production Support, or IT Support for B2B customersExperience in payments and/or accounting systemsAbility 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 stakeholdersCommitted, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervisionExperience 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 troubleshootingComfortable working within a Linux environmentExperience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumoLogic, Grafana, Datadog, and New RelicThe ability and desire to learn new technologies and toolsNice to havesExperience working at a high-growth companyScriptwriting - Python, Ruby, Shell, etcAbility to read/understand Java codebaseBenefitsMarqeta 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 WAPremium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City.Visit this page or consult with a Recruiter to determine which tier would be applicable to you.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: $59,000 - $73,800Premium: $63,900 - $79,900We 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 offersMultiple health insurance optionsFlexible time off – take what you needRetirement savings program with company contribution and after tax contributionsEquity in a publicly-traded company and an Employee Stock Purchase ProgramFamily-forming benefits, fertility support, and up to 20 weeks of Parental LeaveFree therapy sessions, financial and professional coaching, and legal adviceMonthly stipend to support our remote work modelAnnual "development dollars" to support our people growth and developmentThrough Flex First, the freedom to live and work wherever you and your family thriveAbout MarqetaMarqeta 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.
Salary : $59,000 - $73,800