Support Engineer

🕒 August 6

🗽 New York – Remote

🗽 New York – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Lithic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2018

💸 Finance

💳 Fintech

🔌 API

Finance • Fintech • API

Lithic is a comprehensive platform that powers card payments and money movement for businesses worldwide. They provide direct network integrations with Visa and Mastercard, enabling companies to issue both prepaid and credit virtual cards, as well as physical cards, and manage these through a flexible API. Lithic offers a range of services including card processing, risk management, digital banking, and revenue management. Their platform supports seamless API integration for developers, facilitating fast and efficient card issuance, transaction monitoring, and fraud detection. Lithic also offers robust dispute management and settlement solutions, ensuring efficient financial operations for clients.

📋 Description

• 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

🎯 Requirements

• 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

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