Support Engineer

Stack

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, and webhook delivery
• ▹Diagnose issues spanning card issuance, authorization decisioning, transactions and settlement, webhooks, account holder KYC, and disputes
• ▹Use internal tooling, Snowflake/dbt marts, Grafana/Loki, and AI-assisted workflows to move fast
• ▹Partner with Engineering and Product when issues reveal deeper product gaps
• ▹Partner with Solutions and Product Delivery to ensure clear, timely, and charming customer communications

Soft skills

About the company

Lithic is the modern card issuing and processing platform empowering ambitious financial companies to build the future of payments. Its infrastructure powers card programs for 100+ innovative clients, including Mercury, Flex, and Novo. The team is 170+ people across 26 states and 7 countries, headquartered in New York City.