As aProduction Support Engineer Iat Marqeta, you will play a pivotal role in our commitment to customer satisfaction and the seamless operation of our products and services. You will serve as the first line of contact for our customers, adeptly handling and resolving technical issues using known procedural documents while translating technical jargon into user-friendly language. You will also collaborate with our Engineering teams to manage software updates.Your role will involve handling problems across all areas of Marqeta’s products and services and ensuring our customers receive the best support. For complex issues, you will follow escalation procedures and engage senior members and Engineering teams. At Marqeta, we value the essential role our Production Support Engineers play in our service delivery chain and look forward to welcoming you to our team.This role can be performed remotely anywhere within British Columbia, Canada. We’d love for you to join us!This position is for an existing vacancy.Impact You’ll HaveProvide high-quality support and take ownership in responding to inquiries, issues, and escalation inquiries through tickets, emails, and other channels.Perform problem‑solving, diagnosing, and generating 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, 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.Who You Are2 years of experience in Technical Support, Production Support, or IT Support for B2B customers.Experience in payments and/or accounting systems.Ability to work in a customer‑facing role, with strong written and verbal communication skills, and the ability to listen, show empathy, and 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 Jira, SalesForce, etc.).Good understanding of API technologies and troubleshooting (e.G., knowledge of cURL, HTTP response codes).Basic SQL knowledge and ability to modify queries for data extraction for troubleshooting.Comfortable working within a Linux environment.Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamics, SumoLogic, Grafana, Datadog,



and New Relic.Ability and desire to learn new technologies and tools.Nice to havesExperience working at a high‑growth company.Ability to read/understand Java codebase.Compensation and BenefitsMarqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location.When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new‑hirebase salaryrange for this position, reflected inCAD, is:60,600 - 75,800 .We also believe in recognizing the contributions of our people. That’s why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company.Along with monetary compensation, Marqeta offers:Multiple health insurance optionsFlexible vacation timeRetirement savings program with company contributionEquity in a publicly‑traded companyMonthly stipend to support our remote work modelAnnual “development dollars” to support our people growth and developmentFamily‑forming benefits and up to 20 weeks of Parental LeaveEEO StatementAt Marqeta, we strive to live our value of “Win as a Team,” where we seek various opinions and experiences as we build opportunities around equity, inclusion, and belonging. As set forth in Marqeta’s Equal Employment Chance policy, we do not discriminate on the basis of any protected group status under any applicable law.#J-18808-Ljbffr

📌 Production Support Engineer I - C$60,600 - C$75,800 A Year - Remote (Winnipeg)
🏢 Marqeta
📍 Winnipeg