Support Engineer
Sardine · United States
About this role
**Support Engineer** **About the Role:** Join Sardine as a Support Engineer 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. **What You'll Be Doing:** • Be the first point of contact for customers, understanding their needs via email, chat, and phone • Own, prioritize, and troubleshoot complex technical issues with excellent solutions • Develop in-depth knowledge of Sardine's risk and payment platform, APIs, SDKs, and web-stack technologies • Create valuable tools and documentation to help teams and clients succeed • Troubleshoot and resolve issues promptly and effectively • Escalate issues to the development team with detailed information when necessary • Advocate for customer needs and collaborate on product improvements • Contribute to documentation, tools, and process improvements **What You'll Need:** • 5+ years in technical support, support engineering, solutions engineering, or software engineering • Strong understanding of web technologies, APIs, and cloud infrastructure • Proficiency with SQL (joins, queries across multiple tables) • Understanding of REST APIs and tools like Postman • Ability to work independently and communicate clearly under pressure • Experience supporting B2B SaaS products and/or fintech/compliance environments • Comfort navigating ambiguity in high-volume ticketing environments • *Bonus:* Experience coordinating with third-party vendors **Location:** Remote - United States **Benefits:** • Generous compensation in cash and equity with early exercise options • Remote-first culture with flexible PTO and year-end break • Health, dental, and vision coverage • 4% 401k/RRSP matching (US/Canada) • MacBook Pro, home office stipend, meal stipend, social meet-up stipend • Annual health, wellness, and learning stipends
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