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Tusk Venture Partners
Tusk Venture Partners

API Support Lead

Software Engineering, Customer Service
Austin, TX, USA · New York, NY, USA · Remote
Posted on Friday, June 30, 2023

What You’ll Do
As one of the first people providing Support for our API platform, you'll have the opportunity to build and manage a team from scratch, ensuring continued success for our API customers. You’ll have responsibility for setting up a seamless and scalable API support process that spans technical problem-solving, customer enablement, and product support, ensuring that clients have a stellar experience with the Lithic API.

Some of the things you’ll do as one of our first API Support team members:

  • Design and implement support processes for our two tiers of API customers--Starter and Enterprise.
  • Set up a Support system that scales by optimizing triage processes & escalation management pathways.
  • Troubleshoot & resolve technical issues, answer questions on product functionality, and assist and interact with API users. Walk clients through steps to resolve issues with their API integration.
  • Build out and oversee 24x7 incident response procedures, taking ownership over issue triage and client communication.
  • Build and manage a team of Support Engineers. Develop an internal training guide & knowledge base to support future team growth and learning.
  • Lead “train the trainer” programs for our clients.
  • Collaborate with our Product & Engineering teams to upgrade our testing, monitoring, and alerting systems.
  • Gain unique insights into how Lithic's customers use the API and feed those insights back to our Product team.

Who You Are

You enjoy diving into and analyzing problems from multiple angles, and you go the extra mile to investigate & remedy the root cause of a problem. You’re equally comfortable setting up systems as you are talking with customers. Getting to help others--whether it’s solving a pressing issue for a client, or teaching someone how a product works--motivates you. You are enthusiastic about fintech and modern API-first platforms, and you’re excited by the opportunity to help build a category-defining company from an early stage.

We encourage candidates from all backgrounds and experiences to apply, but we think that successful candidates will have:

  • Prior customer or client-facing experience, ideally in a high-growth or consulting environment.
  • Familiarity with support processes and case management best practices.
  • A technical background, and the ability to communicate & collaborate with Product & Engineering teams. Experience with API products is a plus.
  • An understanding of & interest in payments or other areas of fintech.
  • The ability to query data with SQL.
  • Strong writing and communication skills.
  • A strategic, collaborative, results-oriented, and analytical approach to problem-solving.
  • Strong people management skills, and the ability to manage a team.
  • The ability to build long-lasting relationships.

Lithic is an equal opportunity employer. We’re committed to ensuring a safe and inclusive workplace by welcoming people of all backgrounds, experiences, abilities and perspectives. We encourage people from traditionally underrepresented groups to apply. If you have a disability or other need that requires accommodations in the application process, please let us know.