[Hiring] Support Engineer @Lithic

Role Description

We are hiring a Support Engineer to join our API Support team. This is a hands-on, high-autonomy role. You'll own customer issues end-to-end:

• Triaging incoming tickets
• Debugging production behavior across our authorizer and API surface
• Reasoning through configuration and data flow
• Driving problems to resolution, often without needing to hand anything off

You'll work across:

• Card lifecycle
• Authorization decisioning
• Webhooks
• Account holder KYC
• Disputes
• Other configurable layers of our platform

When issues reveal deeper product gaps, you'll partner with Engineering and Product to surface patterns and get problems resolved upstream. You will also partner with Solutions and Product Delivery to ensure that we deliver clear, timely, and charming customer communications.

Your judgment directly shapes customer trust, product reliability, and our ability to scale the Support function without scaling headcount linearly with ticket volume.

Qualifications

• 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.
• SQL chops. You can independently write a query against a data warehouse (we use Snowflake + dbt).
• Ability to reason through complex system behavior from first principles, not just follow runbooks.
• Clear, direct written communication internally and customer facing.
• A strong bias toward ownership. You'd rather solve the problem than route the ticket.
• Comfortable using AI tools like LLMs and coding assistants 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.

Requirements

• Own support tickets from first response through confirmed resolution.
• 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 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.
• Contribute to The Vault (our Notion KCS knowledge base).
• Create and update internal tooling using Metabase, Retool, Grafana, and Snowflake.

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.
• In-office employees receive commuter benefit and catered lunch every Tuesday and Thursday.