Support Engineer

Lithic
New York
Workplace: RemoteFull timeFunction: Product ManagementSkills: ["Ownership","Independent problem-solving","Written communication","Operational rigor","Bias toward action"]

Own customer support tickets from first response through confirmed resolution, debugging production issues end-to-end across Lithic’s API surface. Trace system state, API logs, authorizer decisions, and webhook delivery to diagnose problems spanning card issuance, authorization decisioning, transactions, KYC, and disputes. Use Snowflake, dbt marts, Grafana/Loki, Retool, and AI-assisted workflows to resolve issues quickly, document learnings, and drive recurring fixes upstream.

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FursaFursa
Lithic
Lithic
18 hours ago

Support Engineer

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Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own customer support tickets from first response through confirmed resolution, debugging production issues end-to-end across Lithic’s API surface. Trace system state, API logs, authorizer decisions, and webhook delivery to diagnose problems spanning card issuance, authorization decisioning, transactions, KYC, and disputes. Use Snowflake, dbt marts, Grafana/Loki, Retool, and AI-assisted workflows to resolve issues quickly, document learnings, and drive recurring fixes upstream.
Location: New York
Workplace: Remote
Employment Type: Full time
Job Function: Product Management
Seniority: Mid level

Key Responsibilities

  • •Own support tickets from first response through confirmed resolution, without handoffs.
  • •Debug production issues by tracing system state, API logs, authorizer decisions, webhook delivery, and data flow.
  • •Diagnose problems across card issuance, authorization decisioning, transactions/settlement, webhooks, account holder KYC, disputes, and other configurable platform behaviors.
  • •Use internal tools, Snowflake/dbt marts, Grafana/Loki, and AI-assisted workflows to investigate and resolve efficiently.
  • •Maintain triage, prioritization, SLA adherence, customer communication, and document learnings in The Vault to drive permanent fixes.

Pay and Benefits

Perks:Paid LeaveParental LeaveSabbaticalRemote WorkHealth InsuranceVisionDentalHsa Match401k MatchLife InsuranceStd/ltdCommuter BenefitsMeal Allowance

Key Requirements

  • •3+ years in a technical, execution-heavy support/implementation role (Support Engineer, Solutions Engineer, Implementation Engineer, TAM, or similar), ideally in fintech, payments, or developer-platform B2B SaaS.
  • •Strong debugging instincts for production environments where you don’t always have a playbook.
  • •Comfort debugging REST APIs, webhooks, and configuration-driven systems using OpenAPI specs and JSON payloads.
  • •Strong SQL skills to independently query data warehouses (Snowflake + dbt) to answer customer questions.
  • •Clear written communication and a strong ownership mindset to resolve issues without hedging or jargon.
Experience:FintechPaymentsB2B SaaSDeveloper platformWebhooksAPI support
Skills:OwnershipIndependent problem-solvingWritten communicationOperational rigorBias toward action
Languages:English
Tech Stack:SnowflakeDbtGrafanaLokiRetoolMetabaseClaude CodeCursorREST APIWebhooksOpenAPIJSONSQLThe VaultZendeskJira

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
WebsiteLinkedIn