Support Engineer

About the role

We are looking for an experienced Support Engineer to own the technical and functional customer support experience end‑to‑end for Sardine’s API‑driven risk platform. The role sits at the intersection of technical support, engineering and customer success, working remotely with global teammates.

Key responsibilities

• Act as the first point of contact via email, chat and phone, quickly understanding customer needs.
• Troubleshoot complex technical issues across APIs, SDKs and the underlying web‑stack, providing timely resolutions.
• Document troubleshooting steps and contribute to internal and external knowledge bases.
• Collaborate with product and engineering teams to escalate bugs and suggest product improvements.
• Create tools, documentation and best‑practice guides to help customers become more self‑sufficient.

Required profile

• 5+ years of experience in technical support, support engineering, solutions engineering or software engineering.
• Fluent English communication skills and ability to work independently in high‑pressure situations.
• Experience supporting B2B SaaS products, preferably in fintech or compliance environments.

Required skills

• Strong understanding of web technologies, APIs and cloud infrastructure.
• Proficiency with SQL (joins, multi‑table queries).
• Experience using REST APIs and tools such as Postman.

What we offer

• Generous cash and equity compensation with early‑exercise options.
• Remote‑first culture with flexible paid time off and a year‑end break.
• Health, dental and vision coverage for employees and dependents (US/Canada).
• Home‑office stipend, MacBook Pro, monthly meal and social meet‑up stipends.