Technical Support Lead

<div class="content-intro"><p>Lithic is the modern card issuing and processing platform empowering ambitious financial companies to build the future of payments.</p> <p>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.</p> <p>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.&nbsp;</p> <p>We're a team of 170+ across 26 states and 7 countries, headquartered in New York City.&nbsp;</p></div><p>We are hiring a Technical Support Lead&nbsp;to head up our <span class="notion-enable-hover" data-token-index="3">API Support</span> 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.</p> <p><strong>What You'll Do</strong></p> <ul> <li>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.</li> <li>Ensure Lithic is able to successfully respond to emergencies 24/7 within 30 minutes.</li> <li>Create systems, processes, and functionality so that we can enable customers to self-serve help.</li> <li>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.</li> <li>Oversee 24x7 incident response procedures, taking ownership over issue triage and client communication.</li> <li>Directly manage 1–2 mid-level Support Engineers, providing coaching, feedback, and career development.</li> <li>Develop an internal trai