Marqeta

Compensation

Full Description

Job Description: • Become a Marqeta product expert • 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, root cause analysis, and generate 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, capacity, 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 • Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improve Requirements: • 3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers • 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 Salesforce, Jira, Confluence, etc) • Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.) • Comfortable working within a Linux environment • Intermediate SQL knowledge (relational database experience preferred) • Scriptwriting - Python, Ruby, Shell, etc • Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, and New Relic Benefits: • 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