Support Engineer - Sardine

About Sardine

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.

Our Culture

• We hire talented, self-motivated individuals with extreme ownership and high growth orientation.
• We value performance and not hours worked. We believe you shouldn't have to miss family dinners, school plays, or doctor's appointments for an arbitrary schedule.
• We're a remote-first team spread across time zones. Pay is based on location, and you must maintain a home base in the country you're hired in.

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 play a critical role in maintaining service quality across time zones.

Responsibilities

• Be the first point of contact for customers, efficiently understanding their needs and requests via email, chat, and phone.
• Own, prioritize, and troubleshoot complex technical issues to provide high-quality solutions.
• Serve as a key source of knowledge on Sardine's risk and payment platform, APIs, SDKs, underlying web-stack technologies, and best practices.
• Analyze and diagnose technical issues reported by customers and provide timely resolutions.
• Escalate issues to the development team when necessary, providing detailed context 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.
• Create valuable tools and documentation to help our team and clients be more successful and self-sufficient.

Requirements

• 5+ years of experience in technical support, support engineering, solutions engineering, or software engineering.
• Must reside in Mexico City or Monterrey, Mexico.
• Advanced English proficiency and fluency in Spanish.
• Previous experience in a customer-facing technical 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.
• Bonus: Prior experience coordinating with third-party vendors and support providers.

Benefits

• Generous compensation in cash and equity (early exercise for options).
• Remote-first work culture with flexible paid time off and year-end break.
• MacBook Pro delivered to your door.
• One-time stipend to set up your home office (desk, chair, screen, etc.).
• Monthly meal stipend.
• Monthly social meet-up stipend.
• Annual health and wellness stipend.
• Annual learning stipend.