# Support Engineer

**Company:** [Lithic](https://hotfix.jobs/companies/lithic)
**Location:** New York, NY
**Role:** Support Engineering
**Experience:** 3+ years
**Skills:** REST APIs, Webhooks, Openapi, JSON, Http, SQL, Snowflake, dbt, Grafana, Loki, Retool, Metabase, Zendesk, Jira, Claude Code
**Posted:** 2026-08-06

> Owns customer technical issues end to end by debugging APIs, webhooks, authorization flows, and production data across a payments platform. The role requires at least three years in a technical support or implementation function, strong SQL and API skills, and excellent customer communication.

## Job Description

## Responsibilities
- Own support tickets from first response through confirmed resolution.
- Debug independently by tracing system state, API logs, authorizer decisions, webhook delivery, and production data flows.
- Diagnose issues across card issuance, authorization decisioning, transactions and settlement, webhooks, account-holder KYC, disputes, and configurable platform behaviors.
- Use Snowflake, dbt marts, Grafana/Loki, Retool, Metabase, internal tools, and AI-assisted workflows to investigate and resolve issues.
- Maintain rigor in triage, prioritization, SLA adherence, and customer communication.
- Identify recurring failure patterns and drive permanent product and engineering fixes.
- Contribute to The Vault knowledge base and create the documentation needed to resolve future tickets.
- Create and update internal tooling using Metabase, Retool, Grafana, and Snowflake.
- Partner with Engineering, Product, Solutions, and Product Delivery to improve the platform and customer communications.

## Requirements
- 3+ years in a technical, execution-focused role such as Support Engineer, Solutions Engineer, Implementation Engineer, or TAM.
- Experience ideally in fintech, payments, or developer-platform B2B SaaS.
- Strong debugging skills and comfort operating in production environments without a complete playbook.
- Experience using and debugging REST APIs, webhooks, and configuration-driven systems.
- Familiarity with OpenAPI specifications, JSON payloads, and HTTP calls.
- Ability to independently write SQL queries against a data warehouse; experience with Snowflake and dbt.
- Ability to reason through complex system behavior from first principles.
- Clear, direct written communication for internal and customer-facing audiences.
- Strong ownership and ability to work independently in a remote environment.
- Comfort using LLMs and coding assistants such as Claude Code or Cursor.
- Experience with ticketing systems such as Zendesk, Jira, or equivalent.

## Compensation and Benefits
- Unlimited PTO.
- 12 weeks of fully paid parental leave.
- Four-week fully paid sabbatical after five years.
- Work from anywhere in the world for four weeks each year.
- 3% cashback on card purchases through a complimentary employee account.
- Health, vision, and dental insurance; HSA contribution match.
- 401(k) match.
- Voluntary life insurance and STD/LTD.
- NYC-based employees work from the SoHo office three days per week, with Tuesdays and Thursdays as core days.
- In-office employees receive commuter benefits and catered lunch on Tuesdays and Thursdays.

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