Support Engineer

Summary

Lithic is the modern card issuing and processing platform empowering ambitious financial companies to build the future of payments. They are hiring a Technical Support Engineer to join their API Support team, where you will own customer issues end-to-end, debugging and resolving complex problems while maintaining high operational rigor.

Responsibilities

• Own support tickets from first response through confirmed resolution. No tossing them over the fence
• Debug independently by tracing system state, API logs, authorizer decisions, webhook delivery, and data flow across production
• Diagnose issues spanning card issuance, authorization decisioning, transactions and settlement, webhooks, account holder KYC, disputes, and other configurable behaviors of the Lithic platform. A typical investigation might involve querying Snowflake to trace a transaction's lifecycle, checking Grafana dashboards for latency anomalies, pulling up the customer's integration in Retool, and documenting the resolution in The Vault
• Use internal tooling, Snowflake/dbt marts, Grafana/Loki, and AI-assisted workflows (Claude Code, internal agents) to investigate and resolve issues efficiently
• Maintain high operational rigor in triage, prioritization, SLA adherence, and customer communication
• Surface recurring failure patterns that inform product and engineering improvements. Drive permanent fixes, not just one-off resolutions
• Contribute to The Vault (our Notion KCS knowledge base). Write the article you wished existed when you picked up the ticket
• Create and update internal tooling using Metabase, Retool, Grafana, and Snowflake

Skills

• 3+ years in a technical, execution-heavy role: Support Engineer, Solutions Engineer, Implementation Engineer, TAM, or similar. Ideally in fintech, payments, or developer-platform B2B SaaS
• Strong debugging instincts and comfort operating in production environments where you won't always have a playbook
• Comfortable with using and debugging REST API calls, webhooks, and configuration-driven systems. You are familiar with OpenAPI specs, JSON payloads, and can work through issues with HTTP calls fluently
• SQL chops. You can independently write a query against a data warehouse (we use Snowflake + dbt) to answer a customer question without needing to ping a data analyst
• Ability to reason through complex system behavior from first principles, not just follow runbooks
• Clear, direct written communication internally and customer facing. You explain what happened, why, and what you did about it, without hedging or jargon
• A strong bias toward ownership. You'd rather solve the problem than route the ticket
• Comfortable using AI tools like (LLMs and coding assistants like Claude Code or Cursor) as a part of your daily workflow
• Experience working in ticketing systems (Zendesk, Jira, or equivalent)
• Strong sense of ownership and ability to work independently in a remote environment

Qualifications

Must Haves

• 3+ years in a technical, execution-heavy role: Support Engineer, Solutions Engineer, Implementation Engineer, TAM, or similar. Ideally in fintech, payments, or developer-platform B2B SaaS
• Strong debugging instincts and comfort operating in production environments where you won't always have a playbook
• Comfortable with using and debugging REST API calls, webhooks, and configuration-driven systems. You are familiar with OpenAPI specs, JSON payloads, and can work through issues with HTTP calls fluently
• SQL chops. You can independently write a query against a data warehouse (we use Snowflake + dbt) to answer a customer question without needing to ping a data analyst
• Ability to reason through complex system behavior from first principles, not just follow runbooks
• Clear, direct written communication internally and customer facing. You explain what happened, why, and what you did about it, without hedging or jargon
• A strong bias toward ownership. You'd rather solve the problem than route the ticket
• Comfortable using AI tools like (LLMs and coding assistants like Claude Code or Cursor) as a part of your daily workflow
• Experience working in ticketing systems (Zendesk, Jira, or equivalent)
• Strong sense of ownership and ability to work independently in a remote environment

Benefits

• Unlimited PTO
• 12-weeks fully paid parental leave
• 4-Week Fully Paid Sabbatical (earned at your 5-year anniversary)
• Work From Anywhere: work from anywhere in the world 4-weeks each year
• 3% cashback on card purchases with your complimentary Privacy.com employee account
• Health, vision, and dental insurance; HSA Contribution Match
• 401(k) match
• Voluntary Life Insurance and STD/LTD
• NYC-based employees work from our SoHo office three days a week. Tuesdays and Thursdays are our core days, and you'll choose a third day that works for your schedule and team needs.
• In-office employees receive:
• Commuter benefit
• Catered lunch every Tuesday and Thursday