Support Engineering Lead (Fintech)

Location: Remote within the United States or Canada; United States West Coast preferred. Candidates must keep a home base in the country where they are hired.

Salary: United States $105,000–$160,000 annually; Canada CA$135,000–CA$200,000 annually. Equity is offered.

Company

Sardine provides an agentic risk platform that unifies data for real-time fraud prevention, AI-driven attack prevention, and automated fraud and AML operations.

What you will do

• Lead, coach, and develop a team of Support Engineers.
• Own end-to-end service delivery and act as the escalation point for complex technical and enterprise customer issues.
• Debug API issues, handle tickets, join customer calls, and lead incident response.
• Build incident management, escalation, and internal quality review processes.
• Define team metrics and dashboards, identify systemic issues, and drive continuous improvement.
• Partner with Engineering, Product, and Customer Success while leading hiring, onboarding, and career development.

Requirements

• 7+ years of experience in technical support, support engineering, software engineering, or a related technical role.
• 3+ years of experience managing technical support teams, including performance management and coaching.
• Hands-on technical background with software development experience.
• Proficiency with SQL, REST APIs, debugging, and observability tools.
• Experience with high-volume support operations, enterprise SLAs, on-call responsibilities, incident response, escalations, and service quality.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Nice to have

• Experience working in both startup and larger-company environments.
• Experience adopting AI and automation tools such as Pylon's AI Assistant.

Culture & Benefits

• Remote-first work with flexible scheduling and a focus on performance rather than hours worked.
• Flexible paid time off and a year-end break.
• Health, dental, and vision insurance for employees and dependents.
• United States and Canada-specific 4% 401(k) or RRSP matching.
• MacBook Pro, home-office setup stipend, meal and social meet-up stipends, and annual health, wellness, and learning stipends.
• Cash compensation, equity, and early exercise for all options, including pre-vested options.