This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description As a Production Support Engineer I at 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 with some technical analysis performed while translating technical jargon into user-friendly language. In addition, you will collaborate with our Engineering teams to manage software updates. Your role will also involve handling problems in all areas of Marqeta's products and services and ensuring that our customers get the best support. For complex issues, you would follow escalation procedures engaging Senior members and Engineering teams. We work Flexible First. This role can be performed remotely in the United States, only in one of our Premium or National locations in Pacific or Mountain Timezone. The Impact You'll Have - 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, 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 Qualifications - 2 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, 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, Jira, SalesForce, etc) - Good understanding of API technologies and troubleshooting (i.e.: you know what cURL does, know HTTP response codes, etc.) - Basic SQL knowledge should be able to modify queries for data extraction for troubleshooting - Comfortable working within a Linux environment - Experience with logging and monitoring tools such as Kibana, Splunk, AppDynamic, SumoLogic, Grafana, Datadog, and New Relic - The ability and desire to learn new technologies and tools Requirements - Experience working at a high-growth company - Scriptwriting - Python, Ruby, Shell, etc - Ability to read/understand Java codebase Benefits - Multiple health insurance options - Flexible time off – take what you need - Retirement savings program with company contribution and after tax contributions - Equity in a publicly-traded company and an Employee Stock Purchase Program - Family-forming benefits, fertility support, and up to 20 weeks of Parental Leave - Free therapy sessions, financial and professional coaching, and legal advice - Monthly stipend to support our remote work model - Annual "development dollars" to support our people growth and development - Through Flex First, the freedom to live and work wherever you and your family thrive Company Description 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). You don't need to be a Payments expert to join the Marqeta Team, let us help you with that. This is the opportunity of a lifetime to work with innovators around the world and unlock equitable financial access for all.

• Own complex and escalated production issues from support and drive long-term fixes in collaboration with engineering. • Proactively identify and address risks that are identified during the problem solving process • Lead production efficiency initiatives, develop and maintain processes, run-books and knowledge base integrity • Define, build and maintain production monitoring systems • Continuously improve alerting to minimize noise and ensure actionable, well-documented runbooks. • Turn manual processes into automation • Collaborate with support organization as an escalation point and feed back knowledge & improvement recommendations. • Participate in design reviews to ensure services are operable with minimal manual intervention in production.

JOB TITLE: Home Loan Advisor - External DEPARTMENT: Home Loans Production STATUS: Non-Exempt JOB CODE: 3101 PAY SCALE: $16.90 - $16.90 Hourly GENERAL DESCRIPTION: The Home Loan Advisor - External will proactively solicit new residential mortgage loans to meet established loan quality and production goals. They will develop and maintain a strong network of business relationships to ensure a recurring source for mortgage loan referrals. This network includes mortgage professionals, builders, other professional and personal contacts, and any other referral source the Advisor develops. The external Advisor will enhance this network by regularly participating in business related development opportunities, community events and professional organizations. They will also be expected to handle branch or call center generated referrals only when the member requests an in person meeting. They will provide our members with the same exceptional service they give to their self-generated referrals and always conduct themselves in a professional and ethical manner. The Advisor shall maintain a thorough understanding of the lending programs, policies, procedures and regulatory requirements. TASKS, DUTIES, FUNCTIONS: - Originate mortgage loans from self-sourced business and personal relationships by maintaining exceptional service levels and administering a lead management system. Discuss mortgage product options via phone, email or in person with prospective and current borrowers. - Assist the member with an appropriate product selection, lock request and provide applicable disclosures as required by law, and dictated by credit union processes. - Obtain and analyze pertinent financial and credit data. Complete an initial assessment of the mortgage application including a review of credit, financial data and collateral information to identify underwriting concerns upfront. - Maintain a thorough understanding of state and federal laws and regulations related to credit union compliance including RESPA, HPML, HOEPA, HCML, ATR/QM, bank secrecy and anti-money laundering laws appropriate to the position. - Manage mortgage loan pipeline closely to ensure loans are attended to promptly, efficiently and accurately to ensure exceptional service by providing a market leading turn time on applications. - Oversee the loan process from origination to close and provide on-going communication to applicants. This includes renegotiating the interest rate and loan terms due to a change in the initial qualification caused by collateral, income or financial data verification. Demonstrate the ability to delicately handle difficult situations while maintaining complete professionalism. - Work closely with the mortgage resource center and operations staff to ensure the mortgage loan is being moved along in accordance with the credit union standards. - Consistently notate conversations with member in the LOS to ensure proper communication. PHYSICAL SKILLS, ABILITIES, AND EXERTION UTILIZED IN THE PERFORMANCE OF THESE TASKS: - Effective oral and written communication skills required to interact with members, branches, call center staff and other outside contacts on the telephone. - Must possess sufficient manual dexterity to skillfully operate an on-line computer terminal and other standard office equipment, such as financial calculators, personal computer, facsimile machine and telephone. ORGANIZATIONAL CONTACTS & RELATIONSHIPS: - INTERNAL: Mortgage operations staff, applicable supporting department staff, branch staff, contact center staff, and management - EXTERNAL: Member(s), prospective borrowers, realtors, builders, applicable third party vendors, governmental agencies and personal and professional contacts QUALIFICATIONS: - EDUCATION: High school diploma or equivalent work experience or four year college degree preferred. - EXPERIENCE: Minimum five years in a mortgage related function with at least two years of generating self-sourced business. - KNOWLEDGE/SKILLS: - Exceptional member service skills. - - Strong credit and general financial analysis. - Current working knowledge of the mortgage industry. - Excellent ability to collect and report information on market conditions including competitive product and service offerings. - Understanding of the secondary market including governmental programs. - Strong oral and written communication skills. - Develop and maintain advisory and consultative home loan skills. - Working knowledge of office equipment and intermediate computer skills including excel. PHYSICAL REQUIREMENTS: - Prolonged sitting throughout the workday with occasional mobility required. - Corrected vision within the normal range. - Hearing within normal range. A device to enhance hearing will be provided if needed. - Ability to travel for business, as needed to visit with applicants, partners and vendors, to attend meetings at headquarters or to attend conferences/training as deemed necessary by management. LICENSES/CERTIFICATIONS: - MLO Registration required: An individual in this position has been determined to be a Mortgage Loan Originator as defined by the S.A.F.E Act and whose responsibilities include taking applications and discusses terms or negotiates rates on loans secured by real property #LI-Remote Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. THIS JOB DESCRIPTION PROVIDES AN OVERVIEW OF THE GENERAL SCOPE AND LEVEL OF WORK EXPECTED TO BE PERFORMED, BUT IT IS NOT AN EXHAUSTIVE LIST OF ALL DUTIES OR RESPONSIBILITIES ASSOCIATED WITH THE POSITION. THE CREDIT UNION RESERVES THE RIGHT TO MODIFY, ADD, OR REMOVE DUTIES AS NEEDED WITHOUT ADVANCE NOTICE. EMPLOYEES MAY BE REQUIRED TO PERFORM ADDITIONAL TASKS AND DUTIES AS DIRECTED BY THEIR SUPERVISOR, PROVIDED SUCH TASKS ARE WITHIN THE EMPLOYEE’S KNOWLEDGE, SKILLS, AND ABILITIES, OR CAN BE PERFORMED WITH REASONABLE TRAINING. NOTHING IN THIS JOB DESCRIPTION ALTERS THE AT-WILL EMPLOYMENT RELATIONSHIP OR LIMITS THE CREDIT UNION’S RIGHT TO ASSIGN OR REASSIGN DUTIES AND RESPONSIBILITIES TO THIS POSITION AT ANY TIME. REV. 1/9/2026

• 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, 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