Support Engineer
New
S
SardineFintech Fraud Prevention
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, Ideally PSTFull-TimeSenior
Salary240,000 - 350,000 BRL per year
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Job Details
- Experience
- 5+ years
- Required Skills
- SQLREST APIRESTful APIsTroubleshootingTechnical supportPostman
Requirements
- 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
Responsibilities
- 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
- Provide high-quality technical support to customers via various channels
- 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.
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