Customer Support Engineer

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.