Support Engineer

Own support tickets from first response through confirmed resolution. No tossing them over the fence.

Debug independently by tracing system state, API logs, authorizer decisions, webhook delivery, and data flow across production.

Diagnose issues spanning card issuance, authorization decisioning, transactions and settlement, webhooks, account holder KYC, disputes, and other configurable behaviors of the Lithic platform. A typical investigation might involve querying Snowflake to trace a transaction's lifecycle, checking Grafana dashboards for latency anomalies, pulling up the customer's integration in Retool, and documenting the resolution in The Vault

Use internal tooling, Snowflake/dbt marts, Grafana/Loki, and AI-assisted workflows (Claude Code, internal agents) to investigate and resolve issues efficiently.

Maintain high operational rigor in triage, prioritization, SLA adherence, and customer communication.

Surface recurring failure patterns that inform product and engineering improvements. Drive permanent fixes, not just one-off resolutions.

Contribute to The Vault (our Notion KCS knowledge base). Write the article you wished existed when you picked up the ticket.

Create and update internal tooling using Metabase, Retool, Grafana, and Snowflake.

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.

Strong debugging instincts and comfort operating in production environments where you won't always have a playbook.

Comfortable with using and debugging REST API calls, webhooks, and configuration-driven systems. You are familiar with OpenAPI specs, JSON payloads, and can work through issues with HTTP calls fluently.

SQL chops. You can independently write a query against a data warehouse (we use Snowflake + dbt) to answer a customer question without needing to ping a data analyst.