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Sardine is a leading agentic risk platform for fighting financial crime, offering integrated solutions for fraud prevention, compliance, and risk infrastructure. The platform unifies data across risk teams to help organizations stop fraud in real time, prevent AI-driven attacks, and automate fraud and AML operations. Sardine serves leading companies including FIS, GoDaddy, Intuit, Edward Jones, ZoomInfo, and Checkout.com.
You will join as an experienced 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. You'll operate independently with global teammates across time zones, playing a critical role in maintaining service quality.
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 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 product bugs and improvements
- Contribute to development of documentation, tools, and processes to streamline support
- Stay updated on product enhancements, new features, and industry best practices
The company is remote-first, spread across time zones with no office requirement. Pay is based on location, and you must maintain a home base in the country you're hired in. The role offers flexibility within your country of residence.
REQUIREMENTS:
- Fluent in English (required)
- 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
