Support Engineer

New

SardineFintech risk

Remote - MexicoFull-TimeSenior

SalaryMX$826K - MX$1M; MX$826K – MX$1M • Offers Equity

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Job Details

Languages: Advanced English proficiency and fluency in Spanish
Experience: 5+ years in a technical support, support engineering, solutions engineering, or software engineering role
Required Skills: SQLRESTful APIsPostmanTechnical support

Have previous experience in a customer-facing technical role.
Have 5+ years of experience in technical support, support engineering, solutions engineering, or software engineering.
Have advanced English proficiency and fluency in Spanish.
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 have experience with 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.

Serve as the first point of contact for customers through email, chat, and phone.
Prioritize, troubleshoot, and resolve complex technical issues across Sardine’s platform.
Build and maintain expertise in Sardine’s risk and payment platform, APIs, SDKs, and web-stack technologies.
Collaborate with customers to understand their needs and provide tailored solutions.
Escalate issues to the development team with detailed information for resolution.
Document troubleshooting steps and solutions for internal and external knowledge bases.
Advocate for customer needs and work with internal teams to prioritize product bugs and improvements.
Develop documentation, tools, and processes to streamline support.

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