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About the Role
We are looking for an experienced Support Engineer to own the technical and functional customer support experience end-to-end. This role is at the intersection of technical support, engineering, and customer success. You will 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 will operate independently with global teammates and play a critical role in maintaining service quality across time zones. The ideal candidate is technical, self-sufficient, and thrives in a fast-paced environment.
Responsibilities
- Be the first point of contact for customers, understanding their needs and requests via email, chat, and phone.
- Own, prioritize, and troubleshoot complex technical issues, providing excellent solutions.
- Serve as a key knowledge source for the Sardine risk and payment platform, APIs, SDKs, web-stack technologies, and best practices.
- Create valuable tools and documentation to enhance team and client success.
- Provide high-quality technical support through various channels.
- Troubleshoot and resolve issues promptly and effectively.
- Collaborate with customers to understand needs and provide tailored solutions.
- Develop and maintain in-depth knowledge of Sardine for effective troubleshooting.
- Stay updated on product enhancements, new features, and industry best practices.
- Analyze and diagnose technical issues, providing timely resolutions.
- Escalate issues to the development team with detailed information for efficient 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 the development of documentation, tools, and processes to streamline support.
Requirements
- 5+ years in a 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.
- Prior experience coordinating with third-party vendors and support providers (Bonus).
Skills
- Web technologies
- APIs
- Cloud infrastructure
- SQL
- REST API
- Postman
- B2B SaaS support
- Fintech
- Compliance
Location
- Remote - United Arab Emirates
Work Type
- Remote
- Full-time
Experience Level
- 5+ years
Benefits
- 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 insurance, dental, and vision coverage for employees and dependents (US and Canada specific)
- 4% matching in 401k / RRSP (US and Canada specific)
- MacBook Pro
- One-time stipend to set up a home office
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual Learning stipend
About the Company
- 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.
- We hire talented, self-motivated individuals with extreme ownership and high growth orientation.
- We value performance and not hours worked.
- We're a remote-first team spread across time zones.
- Join a fast-growing company with world-class professionals from around the world.
- If you are seeking a meaningful career, you found the right place, and we would love to hear from you.
Equal Opportunity
- To learn more about how we process your personal information and your rights in regards to your personal information as an applicant and Sardine employee, please visit our Applicant and Worker Privacy Notice.