Lithic

Support Engineer

• 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