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.
What You'll Do
- 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.
What You'll Bring
- 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.
Crack the code
A hidden code is tucked into this application. Find it and enter it below to continue.
- 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
Skills Required
- 3+ years in a technical role with customer-facing experience
- Management experience overseeing 2 or more direct reports
- Familiarity with support processes and case management best practices
- Hands-on experience with API products
- Strong writing and communication skills
- Experience managing or mentoring support engineers
What We Do
Before Lithic, we started Privacy.com in 2014 to build the safest and easiest way for consumers to pay online. We worked with a legacy issuer processor and it took us over a year to launch our card program. Even after we were up and running, scaling and ongoing maintenance were a pain—batch processing delays, scheduled downtime windows, and black-box systems we couldn't debug. From this experience, we learned firsthand that the financial services supply chain is broken—in the United States, the industry is still dominated by 30-year-old companies that run on mainframes. So we built Lithic, the issuing and processing infrastructure we always wanted, with developer-friendly, modern, well-documented APIs, insanely fast speed-to-market, and flawless reconciliation—purpose built to give card issuers extremely high levels of observability, control, and flexibility over their card programs. We own the entire technical stack: direct connections to Visa, Mastercard, and Amex, our own authorization engine delivering sub-100ms responses, an immutable ledger system, and real-time webhooks for every transaction event. Today, we power card programs for 100+ innovative companies including Mercury and Privacy.com—maintaining 99.99+% uptime without maintenance windows while processing billions in payment volume. And we're just getting started. Lithic currently has 150+ employees in 26 states and 6 countries, with an HQ in NYC, backed by Bessemer, Index, and Stripes.
Why Work With Us
Our team is at the center of everything we do. But we know that work isn't everything, we value flexibility and quality benefits. We strive to be a place where you know your ideas are always heard, you and your teammates learn from each other and make each other better, and you know your work is impacting users and the industry at large.
Gallery
