Technical Support Lead

About the role

The Technical Support Lead will oversee the API Support team, ensuring efficient and effective resolution of technical issues for Lithic's fintech and digital bank clients. The ideal candidate will have 3+ years of experience in a technical role, preferably in a high-growth API-first environment, and will manage a team of mid-level Support Engineers.

Responsibilities

• Design and implement support processes for API customers, focusing on scalability and efficiency.
• Ensure 24/7 emergency response times of 30 minutes or less.
• Create systems and processes to enable customers to self-serve help.
• Troubleshoot and resolve technical issues using API logs and SQL queries.
• Oversee 24/7 incident response procedures, including issue triage and client communication.
• Directly manage a team of 1-2 mid-level Support Engineers, providing coaching and feedback.
• Develop an internal training guide and knowledge base to support team growth and learning.
• Collaborate with Product and Engineering teams to improve testing, monitoring, and alerting systems.

Requirements

• 3+ years of experience in a technical role, preferably in a high-growth API-first environment.
• Management experience overseeing 2 or more direct reports.
• Familiarity with support processes and case management best practices.
• A technical background and the ability to communicate and collaborate with Product and Engineering teams.
• Experience writing scripts or lightweight automation is a plus.
• An understanding of and interest in payments or other areas of fintech.
• Strong writing and communication skills.
• A strategic, collaborative, results-oriented, and analytical approach to problem-solving.
• Experience managing or mentoring other support engineers.
• The ability to build long-lasting relationships.

Qualifications

• Hands-on experience with API products.

Skills

• SQL
• API troubleshooting
• Customer support
• Team management

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

Pay

The annual US salary range for this role is $125,000 - $215,000 plus equity.

Schedule

This is a hybrid position. Candidates must be located within a commutable distance to our NYC office in Soho. We do not offer visa sponsorship or assistance.