Senior Manager Production Support

Be at the center of the customer experience for Marqeta, providing 24x7x365, high-quality support and service to our valued customers.

Provide direction and leadership to the Production Support team.

Attract, hire, train, and retain high-performing support professionals.

Provide real-time solutions to customer issues, often with imperfect information.

Build strong relationships and work closely with Product, Technology, and Revenue teams.

Develop strong functional or technical Marqeta platform knowledge.

Build the Production Support team: We’re growing quickly and this team needs to keep up with the demands.

Develop and deliver creative solutions for complex problems.

Ensure that direct reports have the resources, information, and processes necessary to deliver effective technical solutions to our customers.

Ensure the delivery of high-quality technical and soft-skills training for direct report and team members.

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 generating corrective action plans for issues.

Work cross-functionally to resolve issues and provide customer care.

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.

Provide on-call support for rotations and escalations.

Has 8+ years of leading technical support, product support, or IT support for B2B or B2B2C customers.

Has exceptional customer skills, with strong written and verbal communication abilities.

Is able to work effectively with both internal and external technical and non-technical stakeholders.

Is comfortable using data to make decisions.

Is committed, flexible, and with demonstrated ability to maintain high levels of productivity with minimal supervision.

Leads well under pressure, often with imperfect information. This is production support so timely, accurate issue resolution is a key to success.

Has a good understanding of API technologies and troubleshooting.

Is comfortable working within an environment with a variety of technical support tools (query, logging/monitoring, etc.)

Nice-To-Haves:

Experience in payments and accounting.

Experience with Zendesk, Salesforce, Jira and Confluence.

Experience with Tableau.

Experience working at a high-growth startup.