Support Engineer (Fintech)

Location: Remote within the United Arab Emirates; home base required in the country of hire

Salary: AED 320K–AED 440K plus equity

Company

Sardine provides an agentic risk platform that helps organizations prevent fraud, detect 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.
• Support customers with APIs, SDKs, web-stack technologies, and integration best practices.
• Analyze customer-reported issues, document troubleshooting steps, and escalate detailed findings to engineering when needed.
• Advocate for customer needs by collaborating with internal teams on product bugs and improvements.
• Build documentation, tools, and processes that improve customer and support-team self-service.

Requirements

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

Nice to have

• Experience coordinating with third-party vendors and support providers.

Culture & Benefits

• Remote-first work with flexible working practices within the country of hire.
• Cash compensation, equity, and early exercise for all options, including pre-vested options.
• Flexible paid time off and a year-end break.
• Health, dental, and vision coverage for employees and dependents.
• Home-office, meal, social meet-up, health and wellness, and learning stipends.