Support Engineer

Stack

Responsibilities

• ▹Own support tickets from first response through confirmed resolution, without 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
• ▹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 (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
• ▹Partner with Solutions and Product Delivery to deliver clear, timely and charming customer communications

Requirements

• ▹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 using and debugging REST API calls, webhooks and configuration-driven systems
• ▹Familiar with OpenAPI specs and JSON payloads, and fluent with HTTP calls
• ▹SQL chops: you can independently write a query against a data warehouse (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 would rather solve the problem than route the ticket
• ▹Comfortable using AI tools (LLMs and coding assistants like Claude Code or Cursor) as 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

Soft skills

What we offer

• ▹Unlimited PTO (full-time US employees)
• ▹12 weeks fully paid parental leave
• ▹4-week fully paid sabbatical, earned at your 5-year anniversary
• ▹Work from anywhere in the world for 4 weeks each year
• ▹3% cashback on card purchases with a complimentary Privacy.com employee account
• ▹Health, vision and dental insurance; HSA contribution match
• ▹401(k) match
• ▹Voluntary life insurance and STD/LTD
• ▹For in-office employees: commuter benefit and catered lunch every Tuesday and Thursday (NYC SoHo office three days a week, Tuesdays and Thursdays as core days)

About the company

Lithic is a modern card issuing and processing platform powering card programs for 100+ fintech and financial companies through developer-friendly APIs. The team is 170+ people, headquartered in New York City.