• Work on messaging email cases submitted by both individual developers and major brands. • Assist customers with troubleshooting message deliverability issues and debug customer code. • Speak with a customer on the phone and chat in order to guide them through the development of their SMS application. • Collaborate with your teammates and the Twilio Product and Engineering teams via Slack. File Jira’s to report reproducible bugs and review our internal knowledge base to stay up to speed with industry shifts and standards. • Work with your manager to surface customer problems to assist in process betterment.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description This role involves providing technical support for restaurant technology, ensuring systems run smoothly and efficiently. - Answer SMS, emails, and tickets promptly - Gather complete and accurate information during intake - Triage and prioritize based on urgency and business impact - Resolve routine technical requests within Tier 1 scope - Escalate internally with full documentation when required - Maintain queue hygiene and SLA alignment - Eventually answer inbound calls Key Responsibilities - Serve as the first line of support for all inbound channels - Capture critical details including impacted system, symptoms, steps taken, and urgency - Document thoroughly in the ticketing system - Set clear expectations with customers regarding next steps - Resolve routine issues using knowledge base documentation and predefined workflows, including: - Password resets - 86 / un-86 requests - Online ordering pauses - Hours of operation updates - Basic login and user access issues - Open and fully review tickets before taking action - Validate subject line, problem statement, type, category, platform, and priority - Maintain SLA targets: - SMS First Response: Under 5 minutes - Email First Response: Under 30 minutes - Keep personal queue organized and current - Ensure escalations include full troubleshooting context - Communicate clearly, calmly, and professionally - Provide realistic timelines when escalation is required - Avoid over-promising resolution - Ensure customers feel informed and supported throughout the interaction - Utilize internal documentation consistently - Flag outdated or missing documentation - Escalate recurring issue trends to Shift Leads - Escalate complex issues to Tier 2 or SMEs with complete documentation - Notify Shift Leads of high-impact or trending issues - Avoid unnecessary Slack alerts for non-urgent issues - Support team queue health during high-volume periods What Success Looks Like - First response times consistently within SLA - Clean, complete tickets with minimal rework - Accurate prioritization and categorization - High first-contact resolution for routine issues - Customers feel confident after initial interaction - Escalations are clear and require no additional clarification Qualifications - 1–2 years of customer support or helpdesk experience - Strong phone presence and verbal communication skills - Clear written communication and documentation ability - Ability to multitask across calls, tickets, and chat - Comfortable working in high-volume environments Preferred Qualifications - Restaurant technology or POS experience (Toast, PAR, NCR Aloha, etc.) - Zendesk experience - Slack and multi-channel support experience - Exposure to networking or online ordering platforms

The job profile for this position is Pharmacy Technician Representative, which is a Band 1 Professional Career Track Role. Excited to grow your career? We value our talented employees, and whenever possible strive to help one of our associates grow professionally before recruiting new talent to our open positions. If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success. As a Home Infusion Pharmacy Technician II, you will support high-quality infusion pharmacy care by combining strong technical skills, efficient workflow coordination, and a commitment to exceptional patient and caregiver experience. You will help enhance daily operations, mentor teammates, and contribute to an environment where safety, accuracy, and compassion guide every step. Responsibilities - Coordinate daily workflow to ensure timely, accurate, and safe pharmacy operations. - Support and occasionally lead activities performed by Infusion Patient Care Coordinators to maintain smooth operations. - Assist with coaching and guiding team members, offering constructive feedback that supports growth and accountability. - Help develop, refine, and implement processes, SOPs, and improvement initiatives. - Contribute to staff meeting preparation and department scheduling. - Collaborate with leadership to evaluate and enhance training materials and onboarding processes. - Ensure adherence to state and federal regulations, accreditation standards, and payer requirements. - Meet or exceed accuracy, quality, and productivity expectations. Required Qualifications - Minimum 2 years of experience in infusion pharmacy or healthcare support roles. - Customer service experience with strong communication skills across phone, email, and in-person interactions. - Proficiency with Microsoft Office and general PC applications. - PTCB certification or willingness to obtain required state certification. Preferred Qualifications - Associate degree or completion of a healthcare-related certificate program. - Experience supporting Infusion Patient Care Coordinator workflows or similar roles. If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload. Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.Please note that you must meet our posting guidelines to be eligible for consideration. Policy can be reviewed at this link. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal, state and local ordinances.

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. At Marqeta, we value the essential role our Production Support Engineers play in our service delivery chain and look forward to welcoming you to our team. 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, which you can review here. 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 Who You Are - 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 Nice to haves - Experience working at a high-growth company - Scriptwriting - Python, Ruby, Shell, etc - Ability to read/understand Java codebase Compensation and Benefits Marqeta is a Flex First company which allows you to choose your best working environment, whether that be from home or at a company office. To support Flex First, we calibrate pay to a competitive value according to working location. Compensation is aligned according to three tiers within the United States: - National: A baseline tier that applies to most of the geographic territory of the United States. - Premium: Slightly elevated from the National tier, and oriented toward a narrower set of higher cost-of-living areas, such as Los Angeles CA and Seattle WA - Premium Plus: A tier for the most expensive working areas, like the San Francisco Bay area and New York City. Visit this page or consult with a Recruiter to determine which tier would be applicable to you. When determining salaries, we consider several factors including, but not limited to, skills, prior experience, and work location. The new-hire base salary range for this position is: - National: $59,000 - $73,800 - Premium: $63,900 - $79,900 We also believe in recognizing the contributions of our people. That's why we award annual bonuses to eligible employees, rewarding both individual performance and the success of the entire company. Along with monetary compensation, Marqeta offers - 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 About Marqeta 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. Marqeta’s Values – Solve for the Customer: With a deep understanding of our customers' business and empathy for their needs, we deliver products and services that drive their success. Earning and keeping their trust guides everything we do. – Do What's Right: Knowing businesses and livelihoods depend on us, we pursue solutions that disrupt responsibly and deliver high-quality results that our customers count on. We own our work from start to finish. – Simplify and Innovate: We approach challenges with curiosity and take smart risks. Innovation comes from finding better, simpler ways to achieve extraordinary outcomes. – Win as a Team: We succeed together by embracing diverse perspectives and pushing each other to raise the bar. We lead with humility and set aside hierarchy to work as a team. – Make it Count: We drive forward with focus and agility. With a sense of urgency and purpose, we get the job done, and done right. Equal Employment Opportunity, Accommodations and Privacy Marqeta is an equal opportunity employer committed to an inclusive workplace that fosters belonging. We do not discriminate based on race, color, religion, sex (including pregnancy, lactation, childbirth, or related medical conditions), veteran status or uniformed service member status, age, national origin or ancestry, citizenship or immigration status, physical or mental disability, gender identity, gender expression, sexual orientation, genetic information (including testing or characteristics) or any other characteristic protected by applicable law. We also consider qualified applicants with criminal histories, consistent with legal requirements. Marqeta endeavors to make reasonable accommodations for applicants with disabilities. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please submit this form with your specific accommodation request. Personal data that is provided as part of the application and recruitment process is processed in accordance with the Applicant Privacy Notice. Additional information for California residents can be found here.