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Support Engineer

Sardine· Support Engineering
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RemoteFull-timePosted 2w ago

About the role

Experienced Support Engineer to own the technical and functional customer support experience end-to-end for Sardine’s API-driven platform, working across technical support, engineering, and customer success.

Responsibilities

  • Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone)
  • Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers
  • Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices
  • Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient
  • Provide high-quality technical support to customers via various channels
  • Troubleshoot and resolve issues promptly and effectively
  • Collaborate with customers to understand their needs and provide tailored solutions
  • Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues
  • Stay updated on product enhancements, new features, and industry best practices
  • Analyze and diagnose technical issues reported by customers and provide timely resolutions
  • Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution
  • Document troubleshooting steps and solutions for internal and external knowledge bases
  • Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements
  • Contribute to the development of documentation, tools and processes to streamline support

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

Skills

Required:SQLREST APIAPIs and SDKsCustomer Support

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
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Sardine

The AI risk platform for fraud, credit, and compliance

Sardine’s AI platform is at the core of enterprise risk and fraud workflows, allowing them to consolidate vendors and improve operational efficiency. Hundreds of enterprises in over 70 countries trust Sardine to stop fraud in real-time, streamline BSA/AML compliance, and unify data across risk teams.

fraud preventionKYC/AMLTransaction monitoringBot detectionScams and ATOCard issuing fraudAML MonitoringCustomer dashboard
Company profileWebsite

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