• Configure environments and controls. • Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors. • Provide high-quality support to our customers: • 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 generate corrective action plans for issues • Work cross-functionally to resolve issues and provide customer care • Become a Marqeta product expert. • 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 better improve the support process. • Be proactive in monitoring, optimising 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. • Provide on-call support for rotations and escalations. • Advise onboarding customers on a technical solution to meet their business needs, balancing best practices, regulatory limitations, and an evolving platform. • Troubleshoot collaboratively as customers integrate with our platform, guiding them through technical documentation and assessing root causes for errors. • Provide feedback to product, engineering, design, and info dev teams to improve outputs based on customer experience. • Document process, product, and industry learnings relentlessly to identify pain points and trends to help the team and organisation grow and improve.

• Act as first responder and incident commander during production incidents • Lead incident triage, root cause analysis, and retrospective documentation • Build detailed incident timelines and preventative runbooks • Respond to incidents related to: performance issues, CCQ failures or degraded throughput, observability pipeline outages, and core Wormhole products • Deliver remediation recommendations and implement approved fixes • Improve reliability and uptime across all Wormhole services • Strengthen observability, monitoring, and alerting systems • Harden infrastructure for security and operational resiliency • Enhance deployment workflows and reduce operational friction • Lead incident response, analysis, and continuous improvement • Support operational tooling used by engineering, DevOps, and validator partners

• Deliver world-class, “white-glove”, customer support experiences • Research, evaluate, and recommend solutions within the Production environments • Logging and management of defects, enhancements and other incident types in Jira • Test, validate, and implement new technology solutions • Actively maintain and improve personal and technical skills • Promote effective teamwork among cross-functional teams

• Working with engineers across Yelp in supporting new features and services. • Integrating tools to monitor platform stability and performance. • Help scale our Kubernetes clusters and AWS-based infrastructure while maintaining our platform's SLOs. • Ensure the reliability of Yelp’s primary datastores (MySQL and Cassandra). • Troubleshoot site issues using industry-leading tools like Splunk, Grafana, and Prometheus. • Automate everything with Python, Puppet, Git, Jenkins, Terraform and more! • Develop custom tools, when off-the-shelf solutions don’t work at our scale and contribute upstream to open source projects. • Design and implement new systems, tests, and procedures. • Foster and build a fun, diverse, and inclusive culture that reflects Yelp’s values. • Participate in light on-call rotations - we have geographically distributed SRE teams for follow-the-sun support, which reduces the need to be on-call 24h a day!