Support Engineer

Sardine is a leading agentic risk platform for fighting financial crime, unifying data across risk teams to stop fraud, prevent AI-driven attacks, and automate fraud and AML operations. Its platform is backed by a large fraud consortium and trusted by companies like FIS, GoDaddy, Intuit, and Checkout.com.

We're looking for an experienced Support Engineer to 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 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, maintaining service quality across time zones.

• Be the first point of contact for customers via email, chat, and phone.
• Own, prioritize, and troubleshoot complex technical issues.
• Develop in-depth knowledge of Sardine's risk and payment platform, APIs, SDKs, and web-stack technologies.
• Create tools and documentation to help customers be self-sufficient.
• Escalate issues to development with detailed information.
• Document troubleshooting steps for internal and external knowledge bases.
• Advocate for customer needs and collaborate on product improvements.

• 5+ years in technical support, support engineering, solutions engineering, or software engineering.
• 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.
• Experience supporting B2B SaaS products and/or working in fintech or compliance-related environments.
• Comfort navigating ambiguity in a high-volume ticketing environment.
• Bonus: Prior experience coordinating with third-party vendors and support providers.

• 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.
• Health, dental, and vision coverage for employees and dependents (US and Canada specific).
• 4% matching in 401k / RRSP (US and Canada specific).
• MacBook Pro delivered to your door.
• One-time home office stipend.
• Monthly meal stipend, monthly social meet-up stipend, annual health and wellness stipend, annual learning stipend.