12d 5h ago
Support Engineer
Lithic·General Helpdesk/IT Support · Financial Technology
🏢Hybrid
|United States of Americagrafanakycsnowflakesql
Support Engineer
Lithic | General Helpdesk/IT Support | Financial Technology
Hybrid
Full Time
United States of America
Position:
Support Engineer
Company:
Lithic
Location:
United States, Remote
Employment type:
Full-Time
Work Arrangement:
Remote
Short Summary:
Lithic is seeking a Support Engineer to join our API Support team. This role involves owning customer issues end-to-end, debugging production behavior, and collaborating with Engineering and Product teams to resolve deeper product gaps.
Responsibilities:
- 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.
- Drive permanent fixes, not just one-off resolutions.
- Contribute to The Vault (our Notion KCS knowledge base).
Requirement:
- 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.
- Familiarity with REST API calls, webhooks, and configuration-driven systems.
- SQL skills to independently write queries against a data warehouse.
- Clear, direct written communication internally and customer-facing.
- Strong bias toward ownership and problem-solving.
- Experience working in ticketing systems (Zendesk, Jira, or equivalent).
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 benefits and catered lunch every Tuesday and Thursday.
Support Engineer
Company:
Lithic
Location:
United States, Remote
Employment type:
Full-Time
Work Arrangement:
Remote
Short Summary:
Lithic is seeking a Support Engineer to join our API Support team. This role involves owning customer issues end-to-end, debugging production behavior, and collaborating with Engineering and Product teams to resolve deeper product gaps.
Responsibilities:
- 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.
- Drive permanent fixes, not just one-off resolutions.
- Contribute to The Vault (our Notion KCS knowledge base).
Requirement:
- 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.
- Familiarity with REST API calls, webhooks, and configuration-driven systems.
- SQL skills to independently write queries against a data warehouse.
- Clear, direct written communication internally and customer-facing.
- Strong bias toward ownership and problem-solving.
- Experience working in ticketing systems (Zendesk, Jira, or equivalent).
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 benefits and catered lunch every Tuesday and Thursday.
Required Skills
grafanakycsnowflakesql
Required Languages
🇬🇧 English
Key competency: General Helpdesk/IT Support