About the role

Support Engineer managing technical customer support for Sardine's API-driven platform. Working closely with teams to troubleshoot and resolve customer issues globally with a remote-first approach.

Responsibilities

Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).
Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers
Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices
Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient
Provide high-quality technical support to customers via various channels
Troubleshoot and resolve issues promptly and effectively
Collaborate with customers to understand their needs and provide tailored solutions
Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues.
Stay updated on product enhancements, new features, and industry best practices.
Analyze and diagnose technical issues reported by customers and provide timely resolutions.
Escalate issues to the development team when necessary, providing 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 and prioritize product bugs and product improvements.
Contribute to the development of documentation, tools and processes to streamline support.

5+ years in a 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

Generous compensation in cash and equity
Early exercise for all options, including pre-vested
Work from anywhere: 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 delivered to your door
One-time stipend to set up a home office — desk, chair, screen, etc.
Monthly meal stipend
Monthly social meet-up stipend
Annual health and wellness stipend
Annual Learning stipend