Principal Production Support Engineer - EU/UK

United Kingdom

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Candidates should have 8+ years of experience in technical support, production support, or IT support for B2B customers, with a strong understanding of API technologies and troubleshooting. Proficiency in Linux environments, advanced SQL (MySQL or Postgres preferred), and scriptwriting (Python, Ruby, Shell) is required. Experience with logging and monitoring tools such as AWS CloudWatch, Splunk, or Datadog is necessary. Experience in the card payments industry, including knowledge of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenisation, is strongly preferred. Proven experience leading support strategy, identifying systemic issues, implementing scalable solutions, and mentoring junior engineers is essential. Strong written and verbal communication skills, with the ability to interact with technical and non-technical stakeholders, are required.

Responsibilities

The Principal Production Support Engineer will serve as the technical leader of the production support function, architecting and improving support operations while championing best practices. Responsibilities include configuring environments and controls, troubleshooting customer integration issues, and providing high-quality support via tickets and email. The role involves performing problem-solving, diagnosing root causes, generating corrective action plans, and working cross-functionally to resolve issues and provide customer care. Additionally, the engineer will monitor production transaction volume, functionality, capacity, and performance, respond to alerts, and coordinate internal projects to improve support processes. They will proactively monitor, optimize issuer resolution, and implement corrective actions, while interacting with Product, Engineering, and Technical Operational teams to provide feedback. On-call support for rotations and escalations is required, along with advising onboarding customers on technical solutions and documenting process, product, and industry learnings.

Skills

Production Support

Technical Leadership

Support Operations

Troubleshooting

Root Cause Analysis

Customer Support

Monitoring

Performance Analysis

Capacity Planning

Problem-Solving

Cross-functional Collaboration

Technical Documentation

On-call Support

Product Feedback

Issuer Resolution

Marqeta

Card issuing and payment processing solutions

About Marqeta

Marqeta provides modern card issuing and payment processing solutions in the fintech sector. Its platform allows businesses to create, issue, and manage payment cards tailored to their specific needs, such as expense management and consumer payments. The service operates through an open API, enabling clients to integrate Marqeta's capabilities into their own applications. This flexibility sets Marqeta apart from competitors, as it caters to a diverse range of clients, including financial institutions and tech companies. The company generates revenue primarily through transaction fees each time a card is used, along with potential setup and service fees. Marqeta's ability to quickly adapt to the growing demand for digital payments, especially during the COVID-19 pandemic, has contributed to its significant presence in the market.

Oakland, CaliforniaHeadquarters

2010Year Founded

$526.5MTotal Funding

IPOCompany Stage

Fintech, Financial ServicesIndustries

501-1,000Employees

Benefits

Medical, dental, & vision coverage

Flexible time off

Paid family leave

Pet insurance

401k match

Equity

Monthly stipends

Company recognition & awards

Employee Stock Purchase Program

Risks

Class action lawsuit may harm Marqeta's reputation and investor confidence.

Increased regulatory scrutiny could raise compliance costs for Marqeta.

EWA platforms might disrupt Marqeta's traditional card issuing model.

Differentiation

Marqeta's open API platform allows for highly customizable payment solutions.

The company operates in 40 countries, offering a global card issuing platform.

Marqeta's cloud-based infrastructure enables instant access to scalable payment systems.

Upsides

Partnership with Slope taps into the growing Buy Now, Pay Later market.

Demand for flexible working capital solutions boosts Marqeta's embedded finance offerings.

Smarter AI models enhance Marqeta's payment processing capabilities.

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