Principal Production Support Engineer

As Marqeta's Principal Production Support Engineer in the EU, you will serve as the technical leader of our production support function. You will architect and continuously improve support operations, championing best practices and operational excellence across the organisation. With deep technical expertise and a passion for clarity, you will mentor teams, influence product direction, and ensure our support operations are robust, scalable, and aligned with Marqeta's mission for world-class customer experience.

We work Flexible First. This role can be performed remotely within the UK. We'd love for you to join us

The Impact You'll Have

• Configure environments and controls
• Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors
• Provide high-quality support to our customers:
  • Respond to inquiries via tickets, emails, and other channels
  • Take ownership of responding to inquiries, issues, and escalations
  • Perform problem-solving, diagnosing, root cause analysis, and generate corrective action plans for issues
  • Work cross-functionally to resolve issues and provide customer care
• Become a Marqeta product expert
• Assist in monitoring production transaction volume, functionality, capacity, and performance
• Assist in responding to alerts, data, and trends that have customer impact
• Coordinate and execute internal projects to improve the support process
• Be proactive in monitoring, optimising 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
• Provide on-call support for rotations and escalations
• Advise onboarding customers on a technical solution to meet their business needs, balancing best practices, regulatory limitations, and an evolving platform
• Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors
• Provide feedback to product, engineering, design, and info dev teams to improve outputs based on customer experience
• Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organisation grow and improve.

Who You Are

• Experience in the card payments industry is strongly preferred; an understanding of Visa and Mastercard transaction flows, 3DS, PSD2, and Tokenisation will be helpful
• Experience leading or significantly contributing to support strategy at a previous organisation
• Proven track record of identifying systemic issues and implementing scalable solutions
• Experience mentoring junior engineers and developing team capabilities
• 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
• Enjoy working in a team environment
• 8+ years of experience in technical support, production support, or IT support for B2B customers
• Committed, flexible, and with demonstrated ability to maintain high levels of productivity with minimal supervision
• Good understanding of API technologies and troubleshooting 
• Comfortable working within a Linux environment
• Advanced SQL proficiency (MySQL or Postgres experience preferred) - complex query optimisation, performance tuning
• Scriptwriting - Python, Ruby, Shell, etc.
• Experience with logging and monitoring tools such as AWS CloudWatch, CloudTrail, Splunk, AppDynamics, Sumo Logic, Grafana, Datadog, and New Relic.

Great to have, but not required

• Experience in a consultative or advisory capacity with enterprise customers
• Track record of presenting to senior leadership or external stakeholders
• Experience with Salesforce, Jira and Confluence
• Experience working at a high-growth start-up.

What sets you apart

• You have shaped operations at scale and can articulate lessons learned
• You bring strong opinions (loosely held) about support best practices and can debate trade-offs
• You're comfortable challenging existing approaches and proposing better alternatives
• You think beyond tickets; connecting operational patterns to business outcomes
• You are equally comfortable briefing executive leadership during critical incidents as you are architecting long-term support strategy.

Recruiter For This Role

• Louise Devlin

Compensation and Benefits

• Premium Private Medical and Dental coverage
• Generous time off program with additional "Floating Holiday days"
• Retirement savings program with company contribution
• Equity in a publicly-traded company and an Employee Stock Purchase Program
• Monthly stipend to support our remote work model
• Annual development stipend to support our people growth and development
• Family-forming benefits and up to 20 weeks of Parental Leave
• Wellbeing programs i.e. Modern Health, HealthKick and much more…

Marqeta 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.

– Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do.

– Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish.

– Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes.

– Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team.

– Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right.

Equal Employment Opportunity, Accommodations and Privacy 

Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements. 

Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request.

Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.