Senior Support Engineer

The job overview for the Senior Support Engineer position at Lithic is to deliver world-class customer support primarily through email, Zendesk, and Slack. The role also involves being on call periodically to handle urgent customer issues outside of business hours and serving as the primary advocate for customers, effectively communicating their needs and concerns to the Product and Engineering departments. The Senior Support Engineer will also be responsible for analyzing recurring customer issues, creating and maintaining comprehensive documentation, and utilizing strong diagnostic skills to identify and resolve customer issues. Additionally, the role includes proactively engaging with customers, conducting training sessions, and aiding the Sales team in demonstrating the product and guiding customers.

• Deliver world-class customer support via email, primarily through Zendesk and Slack, with the occasional Zoom call.
• Be on call periodically to handle urgent customer issues that arise outside of business hours.
• Serve as the primary advocate for our customers, effectively communicating their needs and concerns to our Product and Engineering departments.
• Recognize and analyze recurring customer issues, ensuring resolution by liaising with cross-functional teams like product, engineering, etc.
• Create, update, and maintain comprehensive documentation detailing product usage, troubleshooting guidelines, and both internal and external customer processes.
• Utilize strong diagnostic skills to identify customer issues by analyzing logs, reproducing API behavior, and understanding the full cycle of the payments process.
• Keep a keen eye on customer activity via our in-house tools, and proactively engage with customers when required.
• Conduct regular training sessions to enhance colleagues' understanding of various processes and procedures.
• Aid the Sales team by demonstrating our product, conducting walkthroughs, and guiding customers.

• Deliver world-class customer support via email, primarily through Zendesk and Slack, with the occasional Zoom call.
• Be on call periodically to handle urgent customer issues that arise outside of business hours.
• Serve as the primary advocate for our customers, effectively communicating their needs and concerns to our Product and Engineering departments.
• Recognize and analyze recurring customer issues, ensuring resolution by liaising with cross-functional teams like product, engineering, etc.
• Create, update, and maintain comprehensive documentation detailing product usage, troubleshooting guidelines, and both internal and external customer processes.
• Utilize strong diagnostic skills to identify customer issues by analyzing logs, reproducing API behavior, and understanding the full cycle of the payments process.
• Keep a keen eye on customer activity via our in-house tools, and proactively engage with customers when required.
• Conduct regular training sessions to enhance colleagues' understanding of various processes and procedures.
• Aid the Sales team by demonstrating our product, conducting walkthroughs, and guiding customers.

• Health, vision, and dental insurance
• Unlimited PTO
• 401(k) match