Support Engineer
About the Role
You will own the technical and functional customer support experience end-to-end. You will act as the primary technical contact for customers, reproduce and diagnose issues across APIs and integrations, and provide timely resolutions or escalate with clear diagnostics. You will create and maintain documentation and tools to reduce friction, collaborate with third-party providers and internal engineering teams, and communicate solutions clearly across time zones.
Requirements
- 5+ years in technical support, support engineering, solutions engineering, or software engineering
- Strong understanding of web technologies, API, and cloud infrastructure
- Proficiency with SQL (joins and multi-table queries)
- Understanding of REST API and experience using tools like Postman
- Ability to work independently and communicate clearly under pressure
- Experience supporting B2B SaaS products or working in fintech or compliance environments
- Comfort navigating ambiguity and edge cases in a high-volume ticketing environment
- Prior experience coordinating with third-party vendors and support providers (preferred)
Responsibilities
- Serve as first point of contact for customers via email, chat, and phone
- Own, prioritize, and troubleshoot complex technical issues
- Maintain deep product knowledge of Sardine's risk and payment platform, APIs, SDKs, and web-stack technologies
- Develop tools and documentation to improve team and client self-sufficiency
- Troubleshoot and resolve issues promptly and effectively
- Collaborate with customers to understand needs and provide tailored technical solutions
- Stay updated on product enhancements, new features, and industry best practices
- Analyze and diagnose technical issues and provide timely resolutions
- Escalate issues to engineering with detailed reproduction steps and diagnostic information
- Document troubleshooting steps and solutions for internal and external knowledge bases
- Advocate for customer needs and prioritize product bugs and improvements with internal teams
Benefits
- Generous compensation in cash and equity
- Equity early exercise including pre-vested options
- Remote-first work / work from anywhere
- Flexible paid time off
- Year-end break
- Self care days off
- Health, dental, and vision insurance for employees and dependents (US and Canada specific)
- 4% matching in 401k/RRSP (US and Canada specific)
- MacBook Pro provided
- One-time home office setup stipend
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual learning stipend
- Access to expert financial advisory