Support Engineer

🕒 4 dias atrás

🗽 New York – Remoto

🗽 New York – Remote

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Lithic

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2018

💸 Finanças

💳 Fintech

🔌 API

Finance • Fintech • API

Lithic é uma plataforma completa que impulsiona pagamentos com cartão e movimentação financeira para empresas no mundo todo. Ela oferece integrações diretas às redes Visa e Mastercard, permitindo que companhias emitam cartões virtuais pré-pagos e de crédito, além de cartões físicos, e os gerenciem por meio de uma API flexível. A Lithic disponibiliza uma ampla gama de serviços, incluindo processamento de cartões, gestão de riscos, serviços bancários digitais e gestão de receitas. Sua plataforma oferece integração via API sem fricção para desenvolvedores, facilitando a emissão de cartões rápida e eficiente, o monitoramento de transações e a detecção de fraudes. A Lithic também oferece soluções robustas de gestão de disputas e liquidação, garantindo operações financeiras eficientes para os clientes.

Descrição

• Own support tickets from first response through confirmed resolution • Debug independently by tracing system state, API logs, authorizer decisions, webhook delivery, and production data flow • Diagnose issues across card issuance, authorization decisioning, transactions and settlement, webhooks, account holder KYC, disputes, and configurable platform behaviors • Use internal tooling, Snowflake/dbt marts, Grafana/Loki, and AI-assisted workflows to investigate and resolve issues • Maintain rigor in triage, prioritization, SLA adherence, and customer communication • Surface recurring failure patterns and drive permanent product and engineering fixes • Contribute to The Vault Notion KCS knowledge base • Create and update internal tooling using Metabase, Retool, Grafana, and Snowflake • Partner with Engineering, Product, Solutions, and Product Delivery to resolve issues and provide clear customer communications

🎯 Requisitos

• 3+ years in a technical, execution-heavy role such as Support Engineer, Solutions Engineer, Implementation Engineer, or TAM • Ideally experience in fintech, payments, or developer-platform B2B SaaS • Strong debugging instincts and comfort operating in production environments • Experience using and debugging REST API calls, webhooks, and configuration-driven systems • Familiarity with OpenAPI specifications, JSON payloads, and HTTP calls • Ability to independently write SQL queries against a data warehouse; experience with Snowflake and dbt • Ability to reason through complex system behavior from first principles • Clear, direct written communication internally and customer-facing • Strong ownership and ability to work independently in a remote environment • Comfort using AI tools, LLMs, and coding assistants such as Claude Code or Cursor • Experience with ticketing systems such as Zendesk, Jira, or equivalent

🏖️ Benefícios

• 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 • Commuter benefit (for in-office employees) • Catered lunch every Tuesday and Thursday (for in-office employees)