Support Engineer

The role

The Support Engineer will own the technical and functional customer support experience end-to-end. You will troubleshoot and resolve issues across Sardine's API-driven platform by working with customers, third-party providers, and internal engineering teams.

What you will do

• Be the first point of contact for customers via email, chat, and phone.
• Own, prioritize, and troubleshoot complex technical issues.
• Act as a knowledge source on the risk and payment platform, APIs, SDKs, and web-stack technologies.
• Create tools and documentation to help the team and clients.
• Provide high-quality technical support to customers.
• Collaborate with customers to provide tailored solutions.
• Analyze and diagnose technical issues reported by customers.
• Escalate issues to the development team with detailed information.
• Document troubleshooting steps and solutions for knowledge bases.
• Advocate for customer needs and collaborate with internal teams to prioritize product bugs and improvements.

Required qualifications

• 5+ years in a technical support, support engineering, solutions engineering, or software engineering role
• Fluent in English
• Strong understanding of web technologies, APIs, and cloud infrastructure
• Proficiency with SQL (joins, queries across multiple tables)
• Understanding of REST API and use of 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
• Health insurance, dental, and vision coverage for employees and dependents - US and Canada specific
• 4% matching in 401k / RRSP - US and Canada specific
• MacBook Pro delivered to your door
• One-time stipend to set up a home office — desk, chair, screen, etc.
• Monthly meal stipend
• Monthly social meet-up stipend
• Annual health and wellness stipend
• Annual Learning stipend

About the company

Sardine is the leading agentic risk platform for fighting financial crime. Their integrated solution unifies data across risk teams to help organizations stop fraud in real time, prevent AI-driven attacks, and automate fraud and AML operations.