Customer Support Engineer - Sardine

Who we are

Sardine is the leading agentic risk platform for fighting financial crime. Our 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. Sardine’s platform is strengthened by one of the fastest-growing fraud consortiums in the market, spanning more than 6 billion profiled devices, 800 million consumers, and 3 million businesses worldwide. Leading companies including FIS, GoDaddy, Intuit, Edward Jones, ZoomInfo, and Checkout.com rely on Sardine to secure and grow trust in their products.

About the role

We’re 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’ll 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’ll operate independently with global teammates and will 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.

What you’ll be doing

• 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, the underlying web-stack technologies, and best practices.
• Create valuable tools and documentation that will help our team and clients be more successful and self-sufficient.
• 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.

What you’ll need

• 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 (joins, queries across multiple tables).
• Understanding of REST APIs 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.

Benefits we offer

• Generous compensation in cash and equity
• Early exercise for all options, including pre-vested
• 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