Lithic

1 month ago

Technical Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Lead Lithic’s API Support team to design scalable, 24/7 incident-ready processes, triage workflows, and self-serve capabilities. You’ll troubleshoot complex API integrations with SQL, collaborate with Product and Engineering, and mentor a small team of Support Engineers in a fast-growing payments/fintech environment.

Location: New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Design and implement scalable support processes for API customers, including triage and escalation workflows with SLAs, CSAT, and quality metrics
•Ensure 24/7 emergency response capability within 30 minutes and oversee incident triage and client communications
•Enable customer self-service through robust systems, processes, and knowledge base development
•Troubleshoot technical API issues by reading logs, querying data with SQL, and collaborate with Engineering on escalations
•Directly manage 1–2 mid-level Support Engineers, providing coaching and career development

Pay and Benefits

Salary: USD 125,000 - 215,000 annually

Equity and Bonus:Equity

Perks:Paid LeaveParental LeaveSabbaticalEquityHealth InsuranceVisionDental401kRemote Work

Key Requirements

•3+ years in a prior customer or client-facing technical role, ideally in a high-growth API-first environment
•Management experience overseeing 2 or more direct reports
•Familiarity with support processes and case management best practices
•Technical background with the ability to communicate and collaborate with Product and Engineering teams; hands-on experience with API products; scripting or lightweight automation a plus
•Understanding of and interest in payments or other areas of fintech

Experience:3+ yearsFintechAPI-firstPaymentsCard issuing

Skills:CommunicationLeadershipProblem-solvingMentoringCollaboration

Languages:English

Tech Stack:SQLAPIPythonScriptsAutomation

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Lithic

Provides card issuing, payments, and risk infrastructure via APIs for platforms and businesses. Lithic enables programmatic virtual and physical card issuance, transaction processing, and fraud controls to embed payments into software products.

Industry: Fintech Infrastructure

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2014

Website LinkedIn

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Lithic

1 month ago

Technical Support Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 1 hour agoStatus: Live

Job Summary

Location: New York

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Design and implement scalable support processes for API customers, including triage and escalation workflows with SLAs, CSAT, and quality metrics
•Ensure 24/7 emergency response capability within 30 minutes and oversee incident triage and client communications
•Enable customer self-service through robust systems, processes, and knowledge base development
•Troubleshoot technical API issues by reading logs, querying data with SQL, and collaborate with Engineering on escalations
•Directly manage 1–2 mid-level Support Engineers, providing coaching and career development

Pay and Benefits

Salary: USD 125,000 - 215,000 annually

Equity and Bonus:Equity

Perks:Paid LeaveParental LeaveSabbaticalEquityHealth InsuranceVisionDental401kRemote Work

Key Requirements

•3+ years in a prior customer or client-facing technical role, ideally in a high-growth API-first environment
•Management experience overseeing 2 or more direct reports
•Familiarity with support processes and case management best practices
•Technical background with the ability to communicate and collaborate with Product and Engineering teams; hands-on experience with API products; scripting or lightweight automation a plus
•Understanding of and interest in payments or other areas of fintech

Experience:3+ yearsFintechAPI-firstPaymentsCard issuing

Skills:CommunicationLeadershipProblem-solvingMentoringCollaboration

Languages:English

Tech Stack:SQLAPIPythonScriptsAutomation

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Lithic

Industry: Fintech Infrastructure

Company Size: Medium (51 to 250 employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series C

Headquarters: San Francisco, United States

Founded: 2014

Website LinkedIn