Lead Support Engineer (Fintech)

Location: Remote within Brazil; candidates must reside in São Paulo, Campinas, São José dos Campos, Rio de Janeiro, Belo Horizonte, Curitiba, or Florianópolis. Work timezone: ideally PST.

Base pay: BRL 240K–350K yearly, plus Series C equity.

Company

Sardine provides an agentic risk platform that helps organizations 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, diagnose, and resolve complex technical issues across the risk and payment platform.
• Support APIs, SDKs, web-stack technologies, and third-party integrations.
• Escalate product issues to engineering with detailed diagnostic information.
• Create and maintain troubleshooting documentation, internal tools, and knowledge bases.
• Advocate for customer needs and collaborate on product bugs and improvements.

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.
• Experience supporting B2B SaaS products or working in fintech or compliance-related environments.
• Ability to work independently, communicate clearly under pressure, and navigate ambiguity in a high-volume ticketing environment.

Nice to have

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

Culture & Benefits

• Remote-first work within the country of hire, with flexible scheduling focused on performance rather than hours worked.
• Flexible paid time off and a year-end break.
• Health, dental, and vision coverage for employees and dependents.
• Equity with early exercise available for all options, including pre-vested options.
• Home-office setup, meal, social meet-up, health and wellness, and learning stipends.