Support Engineer – Remote (UAE)

About the role

Sardine is looking for an experienced Support Engineer to own the technical and functional customer support experience end‑to‑end. The role sits at the intersection of technical support, engineering and customer success, working with customers, third‑party providers and internal teams on Sardine’s API‑driven platform.

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 effective solutions.
• Document troubleshooting steps and contribute to internal and external knowledge bases.
• Escalate critical problems to the development team with detailed information.
• Collaborate with customers to tailor solutions and advocate for product improvements.

Required profile

• 5+ years in technical support, support engineering, solutions engineering or software engineering.
• Fluent English with strong communication skills in high‑pressure situations.
• Experience supporting B2B SaaS products, preferably in fintech or compliance environments.
• Ability to work independently and navigate ambiguity in a high‑volume ticketing environment.

Required skills

• Strong understanding of web technologies, APIs and cloud infrastructure.
• Proficiency with SQL (joins, multi‑table queries).
• Experience with 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 insurance for employees and dependents (US/Canada specific).
• Home‑office stipend, MacBook Pro, monthly meal and social meet‑up allowances.