Design and implement support processes for our API customers that scales by optimizing triage processes and escalation pathways. This will include tracking SLAs, CSAT, and quality metrics.
Ensure Lithic is able to successfully respond to emergencies 24/7 within 30 minutes.
Create systems, processes, and functionality so that we can enable customers to self-serve help.
Troubleshoot and resolve technical issues by reading and interpreting API logs, querying data with SQL, and working closely with Engineering on complex escalations. Walk clients through steps to resolve issues with their API integration.
Oversee 24x7 incident response procedures, taking ownership over issue triage and client communication.
Directly manage 1-2 mid-level Support Engineers, providing coaching, feedback, and career development.
Develop an internal training guide and knowledge base to support team growth and learning.
Provide feedback to Product and Engineering to turn support insights into roadmap inputs that treat the cause and not just the symptom.
Collaborate with our Product and Engineering teams to upgrade our testing, monitoring, and alerting systems.
Requirements
3+ years in a prior customer or client-facing experience in a technical role, ideally in a high-growth API-first environment.
Management experience overseeing 2 or more direct reports.
Familiarity with support processes and case management best practices.
A technical background and the ability to communicate and collaborate with Product and Engineering teams. Hands-on experience with API products is required; experience writing scripts or lightweight automation is a plus.
An understanding of and interest in payments or other areas of fintech.
Strong writing and communication skills.
A strategic, collaborative, results-oriented, and analytical approach to problem-solving .
Experience managing or mentoring other support engineers.
The ability to build long-lasting relationships.
This is a hybrid position. Candidates must be located within a commutable distance to our NYC office in Soho. We do not offer visa sponsorship or assistance.
The annual US salary range for this role is $125,000 - $215,000 plus equity.
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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 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
Benefits
Health insuranceDental insuranceVision insurance401(k)Paid time offEquity / stock optionsParental leave
Additional Information
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 160+ across 26 states and 7 countries, headquartered in New York City.
We are hiring a Technical Support Lead to head up our API Support team. You'll work directly with the fintechs and digital banks running card programs on Lithic, helping them resolve technical issues that touch billions of dollars in money movement. As the leader of this team, you will design the support processes, triage workflows, and coordinate 24x7 incident response procedures that keep our customers unblocked. You will troubleshoot complex API integrations by reading logs and querying data with SQL, partner with Product and Engineering on escalations, and directly manage a small team of mid-level Support Engineers. Prior experience in payments is preferred but not required.
Lithic · New York, NY