Support Engineer

We are hiring a Support Engineer to join our API Support team. This is a hands-on, high-autonomy role. 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.

Lithic is the card-issuing and payments platform powering some of the most ambitious fintechs and embedded-finance programs in the market. Our customers build on our APIs to issue cards, move money, and run card programs at scale, which means the questions that reach us are rarely "where's the button?" They're "why did this authorization decline at 3:42am ET?", "why is this webhook firing twice?", "is this dispute eligible under Reg E?", "what's the latency on our tokenization endpoint right now?" Customers don't remember when things work. They remember when things break, how fast we fix them, and whether we took the time to set things right. As a Support Engineer at Lithic, you're the person who makes that moment go well.

What You'll Do:

• 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.

What You'll Bring:

• 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

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