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, Payment ProcessingIndustries

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 like 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. Experience leading support strategy, mentoring junior engineers, and working in a customer-facing role with strong communication skills are also key requirements.

Responsibilities

The Principal Production Support Engineer will serve as the technical leader for production support, architecting and improving support operations to ensure operational excellence. Responsibilities include configuring environments, troubleshooting customer integration issues, and providing high-quality support through various channels. The role involves performing problem-solving, diagnosing issues, conducting root cause analysis, and generating corrective action plans. Additionally, the engineer will monitor production systems, respond to alerts, coordinate internal projects to enhance support processes, and provide feedback to product and engineering teams. On-call support, advising customers on technical solutions, and documenting learnings to identify pain points and trends are also core duties.

Skills

Production Support

Technical Leadership

Support Operations

Troubleshooting

Root Cause Analysis

Customer Support

Technical Documentation

Problem-Solving

Monitoring

Capacity Planning

Performance Monitoring

Alerting

Cross-functional Collaboration

On-call Support

Customer Experience

Platform Integration

Issuer Resolution

Corrective Action Planning

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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