Production Support Engineer II – UK

Overview

In this role you will be the primary point of contact for customers, resolving complex technical issues and translating jargon for non-technical users. You will grow into a Marqeta product expert, collaborate with Engineering, and drive issue resolution, product feedback, and service reliability. You’ll monitor production activity, perform root-cause analysis, and contribute to continuous improvement in a fast-growing payments environment. This is a customer-centric, on-call, cross-functional role with impact across product and operations.

Pay / Benefits

• Premium private medical and dental coverage
• Generous time off with floating holidays
• Retirement savings with company contribution
• Equity in publicly-traded company and Employee Stock Purchase Program
• Monthly remote work stipend
• Annual development stipend for growth and development

Responsibilities

• Become a Marqeta product expert
• Provide high-quality support via tickets, email, and other channels
• Diagnose issues, perform root-cause analysis, and create corrective action plans
• Work cross-functionally to resolve issues and deliver customer care
• Provide on-call support for rotations and escalations
• Monitor production transaction volume, functionality, capacity, and performance
• Proactively optimize issuer resolution and action planning
• Provide feedback to Product, Engineering, and Technical Operations on production support improvements
• Document process, product, and industry learnings to identify pain points and trends

Key requirements

• 2-3+ years of experience in Technical/Production/IT Support for B2B customers (card payments industry preferred)
• Strong written and verbal communication with ability to engage both technical and non-technical stakeholders
• Willingness to participate in on-call rotations
• Experience with ticketing systems (Salesforce, Jira, Confluence)
• Good understanding of API technologies and troubleshooting (e.g., knowledge of curl and HTTP status codes)
• Comfortable working in a Linux environment
• Intermediate SQL knowledge (relational databases)
• Scriptwriting experience (Python, Ruby, Shell)
• Experience with logging and monitoring tools (Kibana, Splunk, AppDynamics, Sumologic, Grafana, Datadog, New Relic)
• Ability to learn new technologies and tools
• Experience in payments and/or accounting systems
• Experience in a high-growth company

• Customer-centric mindset
• Empathy and active listening
• Clear written and verbal communication
• API troubleshooting
• Linux administration
• SQL (relational databases)

…