Support Engineer

Responsibilities

• Own support tickets from first response through confirmed resolution
• Debug independently by tracing system state, API logs, authorizer decisions, and webhook delivery
• Diagnose issues spanning card issuance, authorization decisioning, transactions, and settlement
• Use Snowflake, Grafana/Loki, and AI-assisted workflows to investigate and resolve issues
• Surface recurring failure patterns to inform product and engineering improvements
• Contribute to the internal knowledge base (The Vault)
• Create and update internal tooling using Metabase, Retool, Grafana, and Snowflake

Requirements

• 3+ years in a technical role such as Support Engineer, Solutions Engineer, or Implementation Engineer
• Experience in fintech, payments, or developer-platform B2B SaaS
• Strong debugging instincts in production environments
• Proficiency with REST API calls, webhooks, and JSON payloads
• Strong SQL skills for querying data warehouses like Snowflake
• Ability to reason through complex system behavior from first principles
• Clear and direct written communication skills
• Experience with ticketing systems like Zendesk or Jira
• Comfort using AI tools and coding assistants like Claude Code or Cursor

Benefits

• Unlimited PTO
• 12-weeks fully paid parental leave
• 4-Week Fully Paid Sabbatical
• Work From Anywhere: 4 weeks per year
• 3% cashback on card purchases
• Health, vision, and dental insurance
• 401(k) match

About the Company

Lithic is the modern card issuing and processing platform empowering ambitious financial companies to build the future of payments.