• Provide front-line technical support for our proprietary software applications via phone, email and remote access in a timely manner to external clients. • Build and maintain effective relationships with team members, management, in-house software developers and clients. • Identify, troubleshoot and resolve application issues. • Communicate and escalate issues that cannot be resolved to the appropriate team member(s). • Document all reported issues and task details; analyze gathered data. • Deploy and provide training on software applications to new clients and new versions to current clients.

• Provide timely and efficient support for day-to-day inquiries and service requests from clients • Track, monitor, and follow up on reported bugs, glitches, and technical issues • Improve client support processes, procedures, and tools • Resolve basic technical tasks independently while escalating complex issues when necessary • Collaborate with internal teams for effective issue resolution in a fast-paced environment

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. This role can be performed remotely anywhere within British Columbia, Canada. We’d love for you to join us! This position is for an existing vacancy. 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. 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, reflected in CAD, is: 60,600 - 75,800 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 vacation time - Retirement savings program with company contribution - Equity in a publicly-traded company - Monthly stipend to support our remote work model - Annual “development dollars” to support our people growth and development - Family-forming benefits and up to 20 weeks of Parental Leave

Who is Blueprint? We are a technology solutions firm headquartered in Bellevue, Washington, with a strong presence across the United States. Unified by a shared passion for solving complicated problems, our people are our greatest asset. We use technology as a tool to bridge the gap between strategy and execution, powered by the knowledge, skills, and the expertise of our teams, who all have unique perspectives and years of experience across multiple industries. We’re bold, smart, agile, and fun. What does Blueprint do? Blueprint helps organizations unlock value from existing assets by leveraging cutting-edge technology to create additional revenue streams and new lines of business. We connect strategy, business solutions, products, and services to transform and grow companies. Why Blueprint? At Blueprint, we believe in the power of possibility and are passionate about bringing it to life. Whether you join our bustling product division, our multifaceted services team or you want to grow your career in human resources, your ability to make an impact is amplified when you join one of our teams. You’ll focus on solving unique business problems while gaining hands-on experience with the world’s best technology. We believe in unique perspectives and build teams of people with diverse skillsets and backgrounds. At Blueprint, you’ll have the opportunity to work with multiple clients and teams, such as data science and product development, all while learning, growing, and developing new solutions. We guarantee you won’t find a better place to work and thrive than at Blueprint. In This Role In this role, you will serve as a senior escalation and incident manager responsible for guiding enterprise and high‑visibility customers through their most critical service disruptions. You will be accountable for orchestrating internal and external stakeholders, driving structured incident management, ensuring clear and executive‑level communications, and mitigating business impact during severity‑1 situations. The role balances real‑time crisis ownership with proactive case review and triage, requiring strong judgment, reliability, and composure in high‑pressure environments. This is a fully remote position with participation in a 24x7 on‑call rotation, including nights, weekends, and holidays as required. Responsibilities - Own and manage high‑priority, business‑critical customer escalations through resolution - Serve as the incident lead during severity‑1 and high‑visibility situations, ensuring structured escalation processes are followed - Actively triage incoming critical cases and review long‑running incidents to determine next actions and risk mitigation - Coordinate cross‑functional internal teams and external stakeholders, including leadership, to drive timely resolution - Deliver clear, concise, and executive‑level written and verbal communications throughout the incident lifecycle - Track progress, risks, and dependencies during active incidents and ensure accountability across involved parties - Identify systemic gaps, operational breakdowns, and recurring issues surfaced during incident execution - Escalate internally as needed, up to executive levels, to remove blockers and resolve critical issues - Mentor and guide teams outside the escalation function on critical situation processes when required - Act as a crisis manager during catastrophic or politically sensitive customer events - Contribute to continuous improvement efforts, including process optimization, tooling enhancements, and reporting - Provide detailed incident reporting and insights to support decision‑making and long‑term improvements - Participate in team initiatives, projects, and on‑call rotation to support 24x7 global coverage Qualifications (Required) - United States citizenship with an active, valid U.S. passport - Minimum of 7 years of experience in the technology industry, customer service, support operations, or a related field - OR Bachelor’s degree in business, technology, or related field with 4+ years of relevant experience - OR Master’s degree in business, technology, or related field with 3+ years of relevant experience - OR equivalent professional experience - Proven experience supporting enterprise or high‑severity customer environments - Strong familiarity with enterprise software platforms and terminology - Demonstrated ability to manage high‑pressure situations with professionalism and sound judgment - Exceptional written and verbal communication skills, including executive‑level summaries - Ability to self‑manage, remain reliable within a defined shift, and meet strict response and availability expectations - Willingness and ability to work non‑standard hours, weekends, and public holidays as part of a 24x7 rotation - Proficiency with collaboration and productivity tools (email, messaging, document creation, spreadsheets, and shared workspaces), with 5–7 years of hands‑on experience Preferred Qualifications - Prior experience working within a large, complex technology organization - Direct experience supporting or managing incidents involving enterprise cloud or productivity platforms - Background in technical, support, or service operations roles (hands‑on technical work not required) - Cloud fundamentals certification (e.g., cloud platform or productivity suite fundamentals) - IT service management or project management certifications (ITIL, PMP, or similar) - Experience mentoring or influencing teams outside of direct reporting structures - Demonstrated success managing complex, mission‑critical, or politically sensitive customer situations Salary Range At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market. For candidates based in Washington State, the anticipated salary range is $25 – $27.10 USD Per Hr. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final salary and job title may vary depending on the selected candidate’s qualifications and could fall outside the stated range. Equal Opportunity Employer Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law. If you need assistance or a reasonable accommodation to complete the application process, please reach out to: recruiting@bpcs.com Blueprint believe in the importance of a healthy and happy team, which is why our comprehensive benefits package includes: - Medical, dental, and vision coverage - Flexible Spending Account - 401k program - Competitive PTO offerings - Parental Leave - Opportunities for professional growth and development Location: Remote