Support Engineer (Fintech)

Location: Remote in Mexico; residence required in Mexico City or Monterrey.

Salary: MX$826K–MX$1M annually, plus equity.

Company

Sardine provides an agentic risk platform for fighting financial crime, unifying data to prevent fraud and automate fraud and AML operations through APIs and related products.

What you will do

• Act as the first customer contact across email, chat, and phone, understanding needs and providing technical support.
• Own, prioritize, troubleshoot, and resolve complex issues across the risk and payment platform.
• Develop product expertise across APIs, SDKs, web-stack technologies, and support best practices.
• Analyze customer-reported issues, document troubleshooting steps, and escalate effectively to development teams.
• 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, including customer-facing technical work.
• Advanced English and fluent Spanish.
• Strong understanding of web technologies, APIs, and cloud infrastructure.
• Proficiency with SQL, including joins and queries across multiple tables.
• Understanding of REST APIs and experience with tools such as 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.

Nice to have

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

Culture & Benefits

• Remote-first work with flexibility within the country of hire; a home base in that country is required.
• Flexible paid time off and a year-end break.
• Health, dental, and vision insurance for employees and dependents where applicable; US and Canada-specific coverage.
• 4% 401(k) / RRSP matching where applicable; US and Canada-specific.
• Equity with early exercise for all options, including pre-vested options.
• MacBook Pro, home-office setup stipend, meal and social-meetup stipends, health and wellness stipend, and annual learning stipend.