Support Engineer

Overview

Support Engineer role owning the technical and functional customer support experience end-to-end for Sardine's API-driven risk platform, working across customers, third-party providers and internal engineering teams.

What you'll do

• Be the first point of contact for customers, quickly and efficiently understanding their needs and requests via email, chat and phone.
• Own, prioritize and troubleshoot complex technical issues and provide an excellent solution to customers.
• Be a key source of knowledge on the Sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies and best practices.
• Create valuable tools and documentation that help the 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 improvements.
• Contribute to the development of documentation, tools and processes to streamline support.

What you'll need

• Previous experience in a customer-facing and technical role.
• Advanced English proficiency and fluency in Spanish.
• 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, including joins and queries across multiple tables.
• Understanding of REST APIs and experience with 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.

Nice to have

• Prior experience coordinating with third-party vendors and support providers.

Details

• Remote, based in Mexico; you must reside in Mexico City or Monterrey.
• Pay is based on where you are located, and you need a home base in the country you are hired in.