Support Engineer (Fintech)

Location: Remote - United States

Salary: $127K–$160K annually, plus equity

Company

Sardine provides an agentic risk platform that helps organizations fight financial crime, prevent fraud and AI-driven attacks, and automate fraud and AML operations.

What you will do

• Serve as the first point of contact for customers through email, chat, and phone.
• Own, prioritize, troubleshoot, and resolve complex technical issues across the API-driven risk and payment platform.
• Build deep product expertise across APIs, SDKs, web technologies, and support best practices.
• Analyze customer-reported issues, document troubleshooting steps, and escalate defects to development teams with detailed context.
• Advocate for customer needs and collaborate with internal teams on product bugs and improvements.
• Create documentation, tools, and processes that improve customer and support-team self-sufficiency.

Requirements

• 5+ years of experience in technical support, support engineering, solutions engineering, or software engineering.
• Strong understanding of web technologies, APIs, and cloud infrastructure.
• Proficiency with SQL, including joins and queries across multiple tables.
• Experience with REST APIs and tools such as Postman.
• Ability to work independently and communicate clearly in high-pressure situations.
• Experience supporting B2B SaaS products or working in fintech or compliance-related environments.

Nice to have

• Experience coordinating with third-party vendors and support providers.
• Comfort working through ambiguity and edge cases in a high-volume ticketing environment.

Culture & Benefits

• Remote-first work with flexibility within the country of hire and no regular office attendance.
• Flexible paid time off and a year-end break.
• Health, dental, and vision insurance for employees and dependents.
• Cash compensation, equity, early exercise for options, and a home-office setup stipend.
• Meal, social meet-up, health and wellness, and annual learning stipends.
• US-specific benefits include 401(k) matching and a MacBook Pro; Canada-specific benefits include RRSP matching and a MacBook Pro.