Support Engineer

Omaze; United States; Remote; USD 110,000 - 140,000; Full time

Job summary

Lithic is the modern card issuing and processing platform enabling fintechs to build the future of payments. As a Support Engineer on our API Support team, you will own customer issues end-to-end, triaging tickets, debugging production behavior, and driving resolutions across the authorizer and API surface.

You’ll collaborate with Engineering and Product to surface patterns, improve reliability, and ensure clear, timely customer communications as we scale the Support function.

Qualifications

• Experience supporting API-based platforms and customer-facing services.
• Ability to diagnose issues across complex systems.
• Strong communication skills for collaborating with product and engineering.

Responsibilities

• Own support tickets from first response through confirmed resolution.
• Debug production issues by tracing API calls, logs, and data flow.
• Diagnose and propose fixes for root causes to prevent recurrences.

Skills

Ticket triage

Debugging

Cross-functional collaboration

Tools

Snowflake

Grafana/Loki

AI-assisted workflows

Job description

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

Our infrastructure powers card programs for 100+ innovative clients, from fintechs reimagining credit and digital banking to platforms transforming disbursements and spend management. Companies like Mercury, Flex, and Novo rely on Lithic's developer-friendly APIs, direct network connections, and flawless reconciliation to launch and scale card programs in weeks, not years.

We're building a future where access to better financial products materially improves people's lives, free from the constraints of 30-year-old mainframes and legacy processors. We're proud to be backed by world-class investors who share that vision, including Bessemer Venture Partners, Index Ventures, Spark Capital, Stripes, and Mastercard, along with many others.

We're a team of 170+ across 26 states and 7 countries, headquartered in New York City. We are hiring a Support Engineer to join our API Support team. This is a hands-on, high-autonomy role. You\'ll own customer issues end-to-end: triaging incoming tickets, debugging production behavior across our authorizer and API surface, reasoning through configuration and data flow, and driving problems to resolution, often without needing to hand anything off. You\'ll work across card lifecycle, authorization decisioning, webhooks, account holder KYC, disputes, and the other configurable layers of our platform, using internal tools, Snowflake, Grafana/Loki, and AI-assisted workflows to move fast.

When issues reveal deeper product gaps, you\'ll partner with Engineering and Product to surface patterns and get problems resolved upstream. You will also partner with Solutions and Product Delivery to ensure that we deliver clear, timely, and charming customer communications. Your judgment directly shapes customer trust, product reliability, and our ability to scale the Support function without scaling headcount linearly with ticket volume.

Lithic is the card-issuing and payments platform powering some of the most ambitious fintechs and embedded-finance programs in the market. Our customers build on our APIs to issue cards, move money, and run card programs at scale, which means the questions that reach us are rarely "where\'s the button?" They\'re "why did this authorization decline at 3:42am ET?", "why is this webhook firing twice?", "is this dispute eligible under Reg E?", "what\'s the latency on our tokenization endpoint right now?" Customers don\'t remember when things work. They remember when things break, how fast we fix them, and whether we took the time to set things right. As a Support Engineer at Lithic, you\'re the person who makes that moment go well.

What You\'ll Do:

• 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.
• Diagnos