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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 serves major clients including FIS, GoDaddy, Intuit, Edward Jones, ZoomInfo, and Checkout.com.
You will join as a Support Engineer, owning 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 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 Sardine's risk and payment platform, APIs, SDKs, web-stack technologies, and best practices
- Create valuable tools and documentation to help internal teams and clients be more successful and self-sufficient
- Provide high-quality technical support across multiple channels
- 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 development of documentation, tools, and processes to streamline support
The company is remote-first, with flexible work arrangements within the United States. They emphasize performance over hours worked and value self-motivated individuals with extreme ownership.
Requirements:
- 5+ years in 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 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
