Technical Support Lead

What You'll Do

• Design and implement support processes for our API customers that scales 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.

Benefits

• 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.
• In-office employees receive: Commuter benefit, Catered lunch every Tuesday and Thursday