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Lithic is hiring a Technical Support Engineer for its API Support team. This is a hands-on, high-autonomy role focused on owning customer issues end-to-end—from triage through resolution. You'll debug production behavior across Lithic's card-issuing and payments platform, working with authorization decisioning, webhooks, KYC, disputes, and other configurable platform layers. You'll use internal tools, Snowflake, Grafana/Loki, and AI-assisted workflows to investigate and resolve issues independently, often without handoffs.
Lithic powers card programs for 100+ clients, including Mercury, Flex, and Novo. Customer issues are technical and nuanced: "Why did this authorization decline at 3:42am ET?", "Why is this webhook firing twice?", "What's the latency on our tokenization endpoint?" You'll own these problems, trace system state and API logs, diagnose issues spanning the full card lifecycle, and drive permanent fixes by surfacing patterns to Engineering and Product.
Key responsibilities include triaging and resolving tickets with high operational rigor, debugging independently by querying Snowflake to trace transaction lifecycles and checking Grafana dashboards for anomalies, maintaining SLA adherence and clear customer communication, contributing to The Vault (internal knowledge base), and creating/updating internal tooling using Metabase, Retool, Grafana, and Snowflake.
You'll bring 3+ years in a technical, execution-heavy role (Support Engineer, Solutions Engineer, Implementation Engineer, TAM, or similar), ideally in fintech, payments, or developer-platform B2B SaaS. You're comfortable debugging in production, fluent with REST APIs, webhooks, and configuration-driven systems. You have solid SQL skills and can independently query Snowflake/dbt to answer customer questions. You reason through complex system behavior from first principles, communicate clearly without jargon, and have a strong bias toward ownership—you'd rather solve the problem than route the ticket.
About Lithic
Fintech — card issuing and payments infrastructure for developers and businesses.
