支持工程师
Support Engineer
Lithic 是现代的卡片发行和处理平台，助力有抱负的金融公司打造支付的未来。
我们的基础设施为 100 多家创新客户运营卡片项目，从重新定义信用和数字银行的金融科技公司，到改变拨款和支出管理的平台。Mercury、Flex 和 Novo 等公司依赖 Lithic 的开发者友好的 API、直接网络连接和无瑕疵的对账功能，在数周内而非数年内推出并扩展卡片项目。
我们正在构建一个未来，人们可以使用更好的金融产品显著改善生活，摆脱三十年前的大型机和遗留处理器的限制。我们自豪地得到了世界级投资者的支持，他们与我们有着同样的愿景，包括 Bessemer Venture Partners、Index Ventures、Spark Capital、Stripes 和 Mastercard，以及其他许多投资方。
我们在 26 个州和 7 个国家拥有 170 多名员工，总部位于纽约市。
我们正在招聘一名支持工程师加入我们的 API 支持团队。这是一项动手能力强、高度自主的工作。你将全程负责客户问题：分类处理新工单，调试我们授权器和 API 表面的生产行为，分析配置和数据流，并推动问题解决，通常不需要将任务转交他人。你将涉及卡片生命周期、授权决策、Webhook、账户持有人 KYC、争议等我们平台的其他可配置层面，使用内部工具、Snowflake、Grafana/Loki 和 AI 辅助工作流来快速推进。
当问题揭示出更深层次的产品缺陷时，你将与工程和产品团队合作，发现模式并从源头解决问题。你还将与解决方案和产品交付团队合作，确保我们提供清晰、及时且富有魅力的客户沟通。你的判断直接影响客户信任、产品可靠性，以及我们在不线性增加人力的情况下扩展支持功能的能力。
Lithic 是一家卡片发行和支付平台，为市场上最雄心勃勃的金融科技和嵌入式金融项目提供支持。我们的客户通过我们的 API 发行卡片、转移资金并大规模运行卡片项目，这意味着到达我们这里的提问很少是“按钮在哪里？”，而是“为什么这个授权在 ET 时间凌晨 3:42 下降？”，“为什么这个 Webhook 触发了两次？”，“这个争议是否符合 Reg E 条例？”，“我们的令牌化延迟是多少？”
查看英文原文
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.
- 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.
#### What You'll Bring:
- 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.
- Ability to reason through complex system behavior from first principles, not just follow runbooks.
- Clear, direct written communication internally and customer facing. You explain what happened, why, and what you did about it, without hedging or jargon.
- A strong bias toward ownership. You'd rather solve the problem than route the ticket.
- Comfortable using AI tools like (LLMs and coding assistants like Claude Code or Cursor) as a part of your daily workflow.
- Experience working in ticketing systems (Zendesk, Jira, or equivalent)
- Strong sense of ownership and ability to work independently in a remote environment
The annual US salary range for this role is $100,000 - $140,000 plus equity. This salary range may be inclusive of several career levels at Lithic and will be narrowed during the interview process based on the candidate’s experience and qualifications.
This is a remote position. However, candidates must be located in the United States, Canada (Ontario or British Columbia), Netherlands, Poland, or Czech Republic. We do not offer visa sponsorship or assistance.
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#### 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](http://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