Senior Production Support Engineer

Marqeta

RemotePosted July 29, 2026

About the role

As a Senior Production Support Engineer at Marqeta, you will be the first point of contact for customers, resolving complex technical issues and translating technical jargon into user-friendly language. You will collaborate with Engineering to manage software updates and bug fixes, become an expert on Marqeta's products, and ensure customers can maximize value from our offerings. As a customer advocate, you will represent customer needs in product development and service delivery, contributing to improvements in our support processes. This Flexible First role can be performed remotely anywhere in the United States or from our Oakland office in the Pacific Timezone.

Senior Production Support Engineer

Marqeta

RemotePosted July 29, 2026

About the role

As a Senior Production Support Engineer at Marqeta, you will be the first point of contact for customers, resolving complex technical issues and translating technical jargon into user-friendly language. You will collaborate with Engineering to manage software updates and bug fixes, become an expert on Marqeta's products, and ensure customers can maximize value from our offerings. As a customer advocate, you will represent customer needs in product development and service delivery, contributing to improvements in our support processes. This Flexible First role can be performed remotely anywhere in the United States or from our Oakland office in the Pacific Timezone.

Responsibilities

Provide high-quality support to customers via tickets, emails, and other channels; take ownership of inquiries, issues, and escalations.
Diagnose problems, perform root cause analysis, and implement corrective actions.
Work cross-functionally with Product and Engineering, provide updates, and respond to alerts and data trends with customer impact.
Become a Marqeta product expert; mentor junior resources; lead complex, time-sensitive problems.
Document learnings, identify pain points, and drive automation and process improvements.
Participate in incident management and escalation processes.

Requirements

8+ years of experience in technical, production, or IT support for B2B customers.
Card payments industry experience preferred (Visa/Mastercard flows, 3DS, tokenization).
Strong communication skills; ability to interact with both technical and non-technical stakeholders; comfor

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