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About this role
Role Overview
Become a Marqeta product expert
Provide high-quality support, and take ownership in responding to inquiries, issues and escalation inquiries through tickets, emails, and other channels
Perform problem-solving, diagnosing, root cause analysis, and generate 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, capacity, 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
Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organization grow and improve
Requirements
3+ years of experience in Technical Support, Production Support, or IT Support for B2B customers
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
Committed, flexible through on-call rotations, and demonstrated ability to maintain high levels of productivity with minimal supervision
Experience with ticketing systems (such as Salesforce, Jira, Confluence, etc)
Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.)