Technical Support Lead
Posted
$125,000 – $215,000 USD
Tech Stack
Responsibilities
- Design and implement scalable support processes for API customers, optimizing triage and escalation, and tracking SLAs, CSAT, and quality metrics.
- Ensure 24/7 emergency response capability within 30 minutes and create systems for customer self-service.
- Troubleshoot technical issues by interpreting API logs, querying data with SQL, and collaborating with Engineering on escalations.
- Oversee incident response procedures, manage issue triage, and handle client communication during emergencies.
- Directly manage 1-2 mid-level Support Engineers, providing coaching, feedback, and career development.
Soft Skills
PaymentsFintechCustomer-Facing ExperienceSupport ProcessesCase Management
Benefits
- Unlimited PTO
- Parental Leave
- Sabbatical
- Health Insurance
- Vision
- Dental
- HSA/FSA
- 401k
- Life Insurance
- Disability Insurance
- Commuter Benefits
- Hybrid Work
Culture
Hybrid WorkWork-Life BalanceCross-Functional Teams
Requirements
Regions: Us
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About Lithic
Industry: fintech
Size: medium
Lithic is a modern card issuing and processing platform that empowers financial companies to build innovative payment solutions. It provides developer-friendly APIs, direct network connections, and flawless reconciliation to help over 100 clients, including Mercury, Flex, and Novo, launch and scale card programs efficiently.
View company profile →Compensation
Base salary: $125,000 – $215,000 USD
Equity: plus equity