Support Engineer

Responsibilities

• 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…
• 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.

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