Support Engineer

Overview

Own the technical and functional customer support experience end-to-end for Sardine’s API-driven risk and payment platform. Work at the intersection of technical support, engineering, and customer success to troubleshoot, resolve, and prevent customer issues across time zones.

What you'll do

• Be the first point of contact for customers and understand their needs and requests via email, chat, and phone.
• Own, prioritize, and troubleshoot complex technical issues and provide solutions to customers.
• Serve as a key source of knowledge on the Sardine risk and payment platform, APIs, SDKs, underlying web-stack technologies, and best practices.
• Create valuable tools and documentation to help the team and clients become 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 troubleshoot and resolve customer issues effectively.
• 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, including joins and 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.

Nice to have

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

Details

• Remote role in the United States.
• Remote within the country of hire; you’ll need to keep a home base in the country you’re hired in.
• Work with global teammates across time zones.