Customer Support Engineer

About the role

In this role, you will be the primary contact for customers, addressing their technical needs through various communication channels. You will troubleshoot complex issues and ensure customers receive effective solutions, while also contributing to the development of documentation and tools to enhance support.

Sardine is a remote-first company focused on combating financial crime through an integrated risk platform. The team values self-motivated individuals who take ownership of their work and prioritize performance over hours logged. Success in this position involves effectively managing customer interactions and continuously improving the support process.

The salary range for this position is between $48,000 and $70,000, reflecting the level of technical expertise required.

Skills that matter here

• web technologies: This role requires a strong understanding of web technologies to effectively troubleshoot customer issues.
• APIs: Knowledge of APIs is essential for providing technical support related to the Sardine platform.
• cloud infrastructure: Experience with cloud infrastructure is necessary for resolving technical challenges.
• SQL: Proficiency in SQL is needed to analyze and address data-related inquiries from customers.
• REST API: Understanding REST API is crucial for effective communication with customers regarding their technical issues.
• Postman: Familiarity with Postman will assist in testing and troubleshooting API requests.

Who this role suits

• A person who thrives in high-pressure situations and communicates clearly.
• Someone with a strong technical background in support or engineering roles.
• An individual who is self-motivated and enjoys taking ownership of their work.
• A candidate comfortable navigating ambiguity and managing a high volume of support tickets.

From the employer

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.