Responsibilities
- Manage support tickets from initial response to confirmed resolution without transferring them to others.
- Conduct independent debugging by examining system state, API logs, authorizer decisions, webhook delivery, and data flow across the production environment.
- Identify and resolve issues related to card issuance, authorization decisioning, transactions and settlement, webhooks, account holder KYC, disputes, and other configurable aspects of the Lithic platform; typical investigations may involve querying Snowflake to trace transaction lifecycles, checking Grafana dashboards for latency issues, reviewing customer integrations in Retool, and documenting solutions in The Vault.
- Utilize internal tools, Snowflake/dbt marts, Grafana/Loki, and AI-assisted workflows such as Claude Code and internal agents to efficiently investigate and resolve problems.
- Maintain high operational standards in triage, prioritization, SLA adherence, and customer communication.
- Identify recurring failure patterns to inform product and engineering improvements, aiming for permanent fixes rather than temporary solutions.
- Contribute to The Vault, a Notion-based knowledge base, by writing articles that would have been helpful when handling tickets.
- Create and update internal tools using Metabase, Retool, Grafana, and Snowflake.
Benefits
- Unlimited paid time off
- 12 weeks of fully paid parental leave
- 4-week fully paid sabbatical after 5 years of employment
- Work from anywhere in the world for up to 4 weeks each year
- 3% cashback on card purchases with a complimentary Privacy.com employee account
- Health, vision, and dental insurance with HSA contribution match
- 401(k) match
- Voluntary life insurance and short-term/long-term disability coverage
- Commuter benefit for NYC-based employees
- Catered lunch every Tuesday and Thursday for NYC-based employees
Compensation
Not specified
Work Arrangement
Hybrid — New York City, United States, Canada (Ontario or British Columbia), Netherlands, Poland, Czech Republic
Other
- This is a remote position.
- We do not offer visa sponsorship or assistance.
- Crack the code: A hidden code is tucked into this application. Find it and enter it below to continue.
- 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.
We do not offer visa sponsorship or assistance.
