Enterprise issuer processing infrastructure to scale card programs with 99.99% uptime, direct network connections, and comprehensive fraud controls. Backed by Bessemer and Index.
About the role
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.
What they're looking for
- 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
- 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
More about this role
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,...
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