Support Engineer
New
S
SardineFintech risk
Remote - United StatesFull-TimeSenior
Salary$127K - $160K; $127K – $160K • Offers Equity
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Job Details
- Experience
- 5+ years in a technical support, support engineering, solutions engineering, or software engineering role
- Required Skills
- SQLRESTful APIsCompliancePostmanTechnical support
Requirements
- Have 5+ years of experience in technical support, support engineering, solutions engineering, or software engineering.
- Have a strong understanding of web technologies, APIs, and cloud infrastructure.
- Be proficient with SQL, including joins and queries across multiple tables.
- Understand REST APIs and be able to use tools such as Postman.
- Be able to work independently and communicate clearly in high-pressure situations.
- Have experience supporting B2B SaaS products and/or working in fintech or compliance-related environments.
- Be comfortable navigating ambiguity and edge cases in a high-volume ticketing environment.
- Prior experience coordinating with third-party vendors and support providers is a bonus.
Responsibilities
- Serve as the first point of contact for customers through email, chat, and phone.
- Prioritize and troubleshoot complex technical issues and provide solutions to customers.
- Build and maintain knowledge of Sardine’s risk and payment platform, APIs, SDKs, web-stack technologies, and best practices.
- Analyze customer-reported technical issues and provide timely resolutions.
- Escalate issues to the development team with detailed information.
- Document troubleshooting steps and solutions for internal and external knowledge bases.
- Advocate for customer needs and collaborate with internal teams to prioritize product bugs and improvements.
- Contribute to documentation, tools, and processes that streamline support.
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