Support Engineer

Sardine is the leading agentic risk platform for fighting financial crime. We are looking for an experienced Support Engineer to join our team and own the technical and functional customer support experience end-to-end. This role sits at the intersection of technical support, engineering, and customer success. You will become a product expert, working closely with customers, third-party providers, and internal engineering teams to troubleshoot, resolve, and prevent issues across Sardine's API-driven platform. You will operate independently with global teammates and play a critical role in maintaining service quality across time zones. The ideal candidate is technical, self-sufficient, and thrives in a fast-paced environment.

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 complex technical issues and provide an excellent solution to customers; Be a key source of knowledge on the Sardine risk and payment platform, APIs, SDKs, underlying web-stack technologies, and best practices; Be innovative and forward-thinking by creating valuable tools and documentation that help the 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 improvements; Contribute to the development of documentation, tools, and processes to streamline support

Requirements

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; Monthly meal stipend; Monthly social meet-up stipend; Annual health and wellness stipend; Annual learning stipend