Support Engineer

About the role

Lithic is the modern card issuing and processing platform empowering ambitious financial companies to build the future of payments. Our infrastructure powers card programs for 100+ innovative clients, from fintechs reimagining credit and digital banking to platforms transforming disbursements and spend management. Companies like Mercury, Flex, and Novo rely on Lithic's developer-friendly APIs, direct network connections, and flawless reconciliation to launch and scale card programs in weeks, not years.

As a Support Engineer at Lithic, 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, and driving problems to resolution, often without needing to hand anything off. You'll work across card lifecycle, authorization decisioning, webhooks, account holder KYC, disputes, and the other configurable layers of our platform, using internal tools, Snowflake, Grafana/Loki, and AI-assisted workflows to move fast. 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.

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.

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 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

Schedule

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