Support Engineer
New
L
LithicFintech payments
This is a remote position. However, candidates must be located in the United States, Canada (Ontario or British Columbia), Netherlands, Poland, or Czech Republic.Full-TimeMiddle
Salary$100,000 - $140,000 plus equity
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Job Details
- Experience
- 3+ years in a technical, execution-heavy role
- Required Skills
- SQLSnowflakeGrafanaRESTful APIsJSONZendeskdbt
Requirements
- Have 3+ years in a technical, execution-heavy role such as Support Engineer, Solutions Engineer, Implementation Engineer, or TAM.
- Bring strong debugging instincts and comfort operating in production environments without always having a playbook.
- Use and debug REST API calls, webhooks, and configuration-driven systems.
- Be familiar with OpenAPI specs and JSON payloads, and work fluently with HTTP calls.
- Independently write SQL queries against a data warehouse; the team uses Snowflake and dbt.
- Reason through complex system behavior from first principles.
- Communicate clearly and directly in writing with internal teams and customers.
- Take ownership of customer problems and work independently.
- Use AI tools, including LLMs and coding assistants such as Claude Code or Cursor, in daily workflows.
- Have experience with ticketing systems such as Zendesk, Jira, or equivalent.
Responsibilities
- Own support tickets from first response through confirmed resolution.
- Trace system state, API logs, authorizer decisions, webhook delivery, and production data flow to debug issues.
- Diagnose issues across card issuance, authorization decisioning, transactions and settlement, webhooks, account holder KYC, disputes, and configurable platform behavior.
- Use internal tooling, Snowflake/dbt marts, Grafana/Loki, and AI-assisted workflows to investigate and resolve issues.
- Maintain rigor in triage, prioritization, SLA adherence, and customer communication.
- Surface recurring failure patterns and drive permanent fixes with Product and Engineering.
- Contribute articles to The Vault knowledge base.
- Create and update internal tooling using Metabase, Retool, Grafana, and Snowflake.
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