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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). Today nearly 8 out of 10 Americans use a product powered by Marqeta every week. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

As Marqeta’s Staff IT Support Engineer, you will provide support and optimization of the productivity of our internal customers in a positively delightful way. You will:

  • Be passionate about building, improving, and producing awesome results
  • Have a strong ability to drive projects, escalations, and team deliverables in a fast-paced environment building for scale
  • Demonstrate proficiency in Mac, Client/SaaS Systems Administration, Asset Management, Video Conference systems, and A/V Events within an engineering organization
  • Serve as a role model for junior team members to aspire to.

This role can be performed from our Warsaw office. We’d love for you to join us!

What You’ll Do

  • Resolve a variety of moderately complex issues using established processes and procedures
  • Resolve tickets of varied degrees of complexity, collaborating with junior, senior, and lead support engineers. Contribute to problem resolution and ticketing system improvements
  • Having complete knowledge of all departmental policies and procedures, materially participate in process improvement, including composing and maintaining process documentation
  • Manage the health of the Support ticket queue (e.g., assign tickets, audit ticket health)
  • Frequently exceed customer expectations resulting in consistently high customer satisfaction perception, feedback, and CSAT scores
  • Combine your expertise in the majority of relevant functional technology areas with skills in other domains to resolve complex problems and optimize services
  • Perform administration in various systems, such as Identity & Access Management, endpoint management, security, and anti-malware
  • Participate in Employee Lifecycle processes
  • Onboard, train, and mentor new/earlier career team members
  • Support VIP and Executive members
  • Participate in on-call rotation
  • Own and drive IT projects and deliverables
  • Work closely with Tech, IT Infrastructure, Workplace, and other cross-functional teams on relevant initiatives, problem resolution, and daily operations.

What We’re Looking For 

  • Minimum 3+ years of relevant technical experience; 1+ years in a senior role
  • Bachelor’s degree in Computer Information Systems or similar, or relevant equivalent experience
  • Demonstrated experience in support operations, customer service, desktop and end user technology; Cloud/SaaS support, administration, and implementation
  • Strong understanding of, and experience supporting, corporate IT end user systems, applications, and processes
  • Functional knowledge of IT infrastructure systems and applications
  • Flexible and open to changing priorities and managing multiple tasks simultaneously within compressed time frames
  • Able to meet deliverables and drive work to completion within specified timelines
  • Ability to communicate clearly and effectively with a wide range of individuals from various functional and technical backgrounds
  • Experience with employing business analysis, requirement gathering, technical documentation and process engineering 
  • Strong customer service orientation and ability to work well with diverse internal and external constituents in a team-oriented environment
  • A love of standardization and an understanding that consistency and adherence to best practices will help any organization scale
  • A strong desire and passion for continuous learning and improvement
  • An understanding of the importance of asset management and the asset lifecycle
  • An appreciation of the details, including maintaining and updating IT documentation and procedures
  • Experience of using scripting language for automation
  • Working knowledge of a broad range of hardware such as servers, laptops, printers, IP phone systems, A/V, and mobile devices
  • Understanding that the timeliness and availability of support can sometimes make all the difference in how it is received
  • Providing extraordinary IT support to customers at the Cxx level, and ensuring an overall high level of customer satisfaction.

Nice-To-Haves

  • Certifications or experience in Mac OS, Jamf, Jira, Airwatch, security, Okta, network (e.g., CCNA), ITIL, BetterCloud, 1 or more scripting/programming language, or G-Suite
  • Familiarity with the Fintech industry.

Manager

  • Jameelah Hunter

Recruiter For This Role

  • Louise Devlin

Typical Process

  • Application submission
  • Recruiter phone call
  • Hiring manager video call
  • Virtual “Onsite” consisting of 4-5, 45 min calls
  • Offer!

Equal Opportunity, Accommodations, and Privacy

Marqeta is proud to be an equal opportunity employer that gives consideration to all qualified applicants, irrespective of any characteristics protected by law. This includes (but is not limited to) race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, color, ancestry, and Veteran status. We consider qualified applicants from all backgrounds, without regard to criminal histories, in accordance with applicable legal requirements.

Our dedication to diversity and inclusion extends beyond the categories above. Review Marqeta’s ESG Report to see that dedication in action. Fostering an environment where everyone feels valued and respected creates a stronger and more innovative team at Marqeta. We celebrate the unique contributions of each individual and empower all members of our organization. Join us in building a company where diversity thrives and everyone can be their authentic selves.

If you require reasonable accommodation for the application process and beyond, please submit this form and we will be more than happy to assist you. Marqeta will make reasonable accommodations for candidates when needed in accordance with applicable law. The Applicant and Candidate Privacy Notice applies to the personal data that you directly provide to us or that we collect during the application and candidate recruitment process.

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Confirmed 18 hours ago. Posted 30+ days ago.

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