Support Engineer

The role

You will be the first point of contact for customers, solving technical issues across Sardine's API-driven risk and payment platform. You will work with customers, third-party providers and internal engineering teams to troubleshoot, resolve and prevent problems.

What you will do

• Be the first point of contact for customers via email, chat and phone
• Own, prioritize and troubleshoot complex technical issues
• Serve as a key source of knowledge on the platform, APIs, SDKs and best practices
• Analyze and diagnose technical issues and provide timely resolutions
• Escalate issues to the development team with detailed information
• Document troubleshooting steps and solutions for internal and external knowledge bases
• Advocate for customers and work with internal teams on bugs and product improvements
• Create tools and documentation to streamline support
• Stay updated on product enhancements, features and industry practices

Required qualifications

• Previous experience in a customer-facing and technical role
• Advanced English proficiency and fluency in Spanish
• 5+ years in a technical support, support engineering, solutions engineering or software engineering role
• Strong understanding of web technologies, APIs and cloud infrastructure
• Proficiency with SQL, including joins and queries across multiple tables
• Understanding of REST APIs and experience with tools like Postman
• Ability to work independently and communicate clearly in high-pressure situations
• Experience supporting B2B SaaS products and/or working in fintech or compliance-related environments
• Comfort navigating ambiguity and edge cases in a high-volume ticketing environment

Nice to have

• Prior experience coordinating with third-party vendors and support providers

Benefits

• Generous compensation in cash and equity
• Early exercise for all options, including pre-vested
• Work from anywhere, remote-first culture
• Flexible paid time off and year-end break
• MacBook Pro delivered to your door
• One-time stipend to set up a home office
• Monthly meal stipend
• Monthly social meet-up stipend
• Annual health and wellness stipend
• Annual learning stipend

Before you apply

• Pay is based on where you are located, and you must keep a home base in the country you are hired in

About the company

Sardine is an agentic risk platform for fighting financial crime, unifying data across risk teams to stop fraud in real time and automate fraud and AML operations. It is a remote-first team with customers including FIS, GoDaddy, Intuit and Checkout.com.