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Sardine is a leading agentic risk platform for fighting financial crime, offering integrated solutions that unify data across risk teams to help organizations stop fraud in real time, prevent AI-driven attacks, and automate fraud and AML operations. The company's platform is strengthened by one of the fastest-growing fraud consortiums, spanning more than 6 billion profiled devices, 800 million consumers, and 3 million businesses worldwide. Customers include FIS, GoDaddy, Intuit, Edward Jones, ZoomInfo, and Checkout.com.
As a Support Engineer, you will own the technical and functional customer support experience end-to-end, sitting at the intersection of technical support, engineering, and customer success. You'll become a product expert on Sardine's API-driven platform, working closely with customers, third-party providers, and internal engineering teams to troubleshoot, resolve, and prevent issues. Operating independently with global teammates, you'll play a critical role in maintaining service quality across time zones.
Key responsibilities include:
- Serve as the first point of contact for customers, quickly understanding their needs via email, chat, and phone
- Own, prioritize, and troubleshoot complex technical issues, providing excellent solutions
- Develop deep knowledge of the Sardine risk and payment platform, APIs, SDKs, web-stack technologies, and best practices
- Create valuable tools and documentation to help the team and clients be more successful and self-sufficient
- Troubleshoot and resolve issues promptly and effectively
- Collaborate with customers to understand their needs and provide tailored solutions
- Analyze and diagnose technical issues, providing timely resolutions
- Escalate issues to the development team when necessary with detailed information
- Document troubleshooting steps and solutions for internal and external knowledge bases
- Advocate for customer needs and collaborate with internal teams to address product bugs and improvements
- Contribute to the development of documentation, tools, and processes to streamline support
The company is remote-first with flexible work arrangements within your country of hire. Sardine values performance over hours worked and emphasizes extreme ownership and high growth orientation.
REQUIREMENTS:
- 5+ years in 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
