Sardine · Remote · United States
**Who we are:**
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.
**Our culture:**
- We hire talented, self-motivated individuals with extreme ownership and high growth orientation.
- We value performance and not hours worked. We believe you shouldn't have to miss your family dinner, your kid's school play, friends get-together, or doctor's appointments for the sake of adhering to an arbitrary work schedule.
- We're a remote-first team spread across time zones, so no office to report to - work from wherever helps you do your best work. Just a couple of things to keep in mind: pay is based on where you're located, and you'll need to keep a home base in the country you're hired in. So while we love the "coffee shop today, mountains tomorrow" life, this isn't a passport-optional, work-from-anywhere-on-Earth kind of remote - think flexible *within* your country, not borderless.
**Location:**
- Remote - United States
**About the role:**
We’re looking for an experienced Support Engineer to join our team and own the technical and functional customer support experience end-to-end. This role sits at the intersection of technical support, engineering, and customer success. You’ll 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’ll operate independently with global teammates and will 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.
**What you’ll be doing:**
- 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.
**What You’ll Need:**
- 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
**Benefits we offer:**
- 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
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.
*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*](https://www.sardine.ai/applicant-and-worker-privacy-notice)*.*