Customer Support Engineer

Job description

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 have hubs in the Bay Area, NYC, Austin, Toronto, and São Paulo. However, we maintain a remote-first work culture. #WorkFromAnywhere - 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. Location: Remote - Brazil To be considered for this position, you must reside in one of the following cities: - São Paulo: São Paulo, Campinas, São José dos Campos - Rio de Janeiro: Rio de Janeiro - Minas Gerais: Belo Horizonte - Paraná: Curitiba - Santa Catarina: Florianópolis Work Timezone -Ideally PST 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 Compensation: Base pay range of BRL 240K- 350K yearly + Series C equity with tremendous upside potential + Attractive benefits 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.