Support Engineer

Lithic

Support Engineer resolving complex API, authorization, webhook, and payments issues for Lithic’s card-issuing platform. Debugging production systems, improving tooling, and partnering with Product and Engineering to drive permanent fixes.

Posted 8/6/2026full-timeRemote • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong debugging skills and the ability to operate independently in production environments, with expertise in SQL, REST APIs, and tools like Snowflake and Grafana. Capable of effective communication and collaboration across teams to resolve complex issues in fintech and B2B SaaS contexts.

Highest-signal resume keywords

SQL Query WritingREST API DebuggingSnowflake ExperienceStrong Debugging InstinctsCustomer Communication

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SQLREST APIDebuggingWebhook ConfigurationJSONOpenAPI SpecificationsData AnalysisSystem DiagnosisKYC ProcessesSLA Adherence

Soft Skills

Clear CommunicationStrong OwnershipIndependent WorkProblem SolvingCollaboration

Tools & Technologies

SnowflakeGrafanaDbtMetabaseRetoolZendeskJiraAI ToolsClaude CodeCursor

Industry Keywords

FintechPaymentsB2B SaaSTechnical SupportSolutions Engineering

Tech Stack

Tools & technologies

GrafanaSQLVault

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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)