Support Engineer

Summary

Lithic is a card-issuing and payments platform that provides developer-friendly infrastructure for fintech and embedded-finance companies. The company is hiring a Support Engineer for its API Support team to own customer issues end-to-end, debug production behavior across its platform, and drive problems to resolution. The role also partners with Engineering, Product, Solutions, and Product Delivery to identify product improvements and deliver clear customer communication.

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
• However, candidates must be located in the United States, Canada (Ontario or British Columbia), Netherlands, Poland, or Czech Republic
• We do not offer visa sponsorship or assistance

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
• However, candidates must be located in the United States, Canada (Ontario or British Columbia), Netherlands, Poland, or Czech Republic
• We do not offer visa sponsorship or assistance

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
• Commuter benefit for in-office employees
• Catered lunch every Tuesday and Thursday for in-office employees