Technical Support Lead

Lithic; New York (NY); Hybrid; USD 125,000 - 215,000; Full time

Benefits offered by this job

Unlimited PTO

12-weeks fully paid parental leave

4-Week Fully Paid Sabbatical

Work From Anywhere policy

Health, vision, and dental insurance

401(k) match

Catered lunch on core days

Job summary

Lithic, based in New York City, is seeking a Technical Support Manager to enhance API customer support processes. You will oversee a small team, troubleshoot technical issues, and ensure effective communication with clients.

The ideal candidate has at least 3 years of experience in a technical role with prior management experience. This is a hybrid position, with candidates required to work in the Soho office three days a week.

Additional benefits include unlimited PTO, health insurance, and a 401(k) match.

Qualifications

• 3+ years in a technical customer or client-facing role.
• Experience managing at least 2 direct reports.
• Ability to communicate and collaborate with Product and Engineering teams.

Responsibilities

• Design and implement support processes for API customers.
• Ensure timely emergency responses 24/7.
• Directly manage 1-2 mid-level Support Engineers.

Skills

Customer/client-facing experience

Management experience

Strong writing and communication skills

Problem-solving skills

API product experience

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 160+ across 26 states and 7 countries, headquartered in New York City.

What You'll Do

• Design and implement support processes for our API customers that scale by optimizing triage processes and escalation pathways. This will include tracking SLAs, CSAT, and quality metrics.
• Ensure Lithic is able to successfully respond to emergencies 24/7 within 30 minutes.
• Create systems, processes, and functionality so that we can enable customers to self‑serve help.
• Troubleshoot and resolve technical issues by reading and interpreting API logs, querying data with SQL, and working closely with Engineering on complex escalations. Walk clients through steps to resolve issues with their API integration.
• Oversee 24x7 incident response procedures, taking ownership over issue triage and client communication.
• Directly manage 1–2 mid-level Support Engineers, providing coaching, feedback, and career development.
• Develop an internal training guide and knowledge base to support team growth and learning.
• Provide feedback to Product and Engineering to turn support insights into roadmap inputs that treat the cause and not just the symptom.
• Collaborate with our Product and Engineering teams to upgrade our testing, monitoring, and alerting systems.

What You’ll Bring

• 3+ years in a prior customer or client‑facing experience in a technical role, ideally in a high‑growth API‑first environment.
• Management experience overseeing 2 or more direct reports.
• Familiarity with support processes and case management best practices.
• A technical background and the ability to communicate and collaborate with Product and Engineering teams. Hands‑on experience with API products is required; experience writing scripts or lightweight automation is a plus.
• An understanding of and interest in payments or other areas of fintech.
• Strong writing and communication skills.
• A strategic, collaborative, results‑oriented, and analytical approach to problem‑solving.
• Experience managing or mentoring other support engineers.
• The ability to build long‑lasting relationships.

This is a hybrid position. Candidates must be located within a commutable distance to our NYC office in Soho. We do not offer visa sponsorship or assistance.

The annual US salary range for this role is $125,000 - $215,000 plus equity.

Benefits for Full-Time US Employees

• 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

NYC‑based employees work from our SoHo office three days a week. Tuesdays and Thursdays are our core days, and you'll choose a third day that works for your schedule and team needs.

Catered lunch every Tuesday and Thursday.

As set forth in Lithic’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.