Level 2 Product Support Engineer
3pillarglobal👥 1001 - 5000 employees🏢 Computer Software
• Act as a liaison between customers, engineering, and product teams to communicate bugs, feature requests, and system behavior.
Support Engineer
🔥 10 hours ago
DebuggingREST APIWebhookSQL
📜 Description
- Own support tickets from first response through confirmed resolution. No tossing them over the fence.
- Debug independently by tracing system state, API logs, authorizer decisions, webhook delivery, and data flow across production.
- Diagnose issues spanning card issuance, authorization decisioning, transactions and settlement, webhooks, account holder KYC, disputes, and other configurable behaviors of the Lithic platform.
- Use internal tooling, Snowflake/dbt marts, Grafana/Loki, and AI-assisted workflows to investigate and resolve issues efficiently.
- Maintain high operational rigor in triage, prioritization, SLA adherence, and customer communication.
- Surface recurring failure patterns that inform product and engineering improvements.
🛠️ Requirements
- 3+ years in a technical, execution-heavy role: Support Engineer, Solutions Engineer, Implementation Engineer, TAM, or similar. Ideally in fintech, payments, or developer-platform B2B SaaS.
- Strong debugging instincts and comfort operating in production environments where you won't always have a playbook.
- Comfortable with using and debugging REST API calls, webhooks, and configuration-driven systems. You are familiar with OpenAPI specs, JSON payloads, and can work through issues with HTTP calls fluently.
- SQL chops. You can independently write a query against a data warehouse (we use Snowflake + dbt) to answer a customer question without needing to ping a data analyst.
- Ability to reason through complex system behavior from first principles, not just follow runbooks.
- Clear, direct written communication internally and customer facing. You explain what happened, why, and what you did about it, without hedging or jargon.
- A strong bias toward ownership. You'd rather solve the problem than route the ticket.
- Comfortable using AI tools like (LLMs and coding assistants like Claude Code or Cursor) as a part of your daily workflow.
- Experience working in ticketing systems (Zendesk, Jira, or equivalent)
- Strong sense of ownership and ability to work independently in a remote environment
✨ Benefits
- Unlimited PTO
- 12-weeks fully paid parental leave
- 4-Week Fully Paid Sabbatical (earned at your 5-year anniversary)
- Vision
- Dental insurance; HSA Contribution Match
- Voluntary Life Insurance and STD/LTD
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