2 months ago
Remote, United StatesMid Level / Senior
H1B sponsor
Responsibilities
- Own support tickets from first response through confirmed resolution.
- Debug independently by tracing system state, API logs, and data flow.
- Diagnose issues spanning card issuance, authorization, and disputes.
- Use internal tools and AI-assisted workflows to resolve issues efficiently.
- Maintain high operational rigor in triage, prioritization, and customer communication.
- Surface recurring failure patterns to inform product and engineering improvements.
- Contribute to The Vault knowledge base by documenting resolutions.
- Create and update internal tooling using various platforms.
Requirements
- 3+ years in a technical support or engineering role, ideally in fintech or B2B SaaS.
- Strong debugging instincts and comfort in production environments.
- Familiarity with REST API calls, webhooks, and configuration-driven systems.
- Proficient in SQL and able to write queries against a data warehouse.
- Ability to reason through complex system behavior from first principles.
- Clear written communication skills for internal and customer-facing interactions.
- Strong sense of ownership and ability to work independently in a remote environment.
- Experience with ticketing systems like Zendesk or Jira.
Benefits
- Unlimited PTO.
- 12-weeks fully paid parental leave.
- 4-Week Fully Paid Sabbatical after 5 years.
- Work From Anywhere for 4 weeks each year.
- 3% cashback on card purchases with a Privacy.com employee account.
- Health, vision, and dental insurance with HSA Contribution Match.
- 401(k) match.
- Voluntary Life Insurance and STD/LTD.
About Lithic
Lithic builds a card issuing and processing platform with APIs for developers to launch debit, credit, and prepaid card programs and move money. It sells B2B payment infrastructure and operational services, charging fees for card issuing, processing, and program management; customers include Mercury, Flex, and Novo. Privately held and headquartered in New York, it serves fintechs and platforms needing spend controls, reconciliation, and direct network connections.