Support Engineering Lead (Fintech)

TL;DR

Support Engineering Lead (Fintech): Scaling the technical support experience for an API-driven fraud and payments platform with an accent on technical ownership, people leadership, and operational excellence. Focus on debugging complex API issues, building incident response playbooks, and scaling the support organization through hiring and automation.

Location: Remote (United States, Canada). US West Coast preferred.

Salary: $105k – $160k (USD) / CA$135k – CA$200k (CAD) + Equity

Company

Sardine is a leading agentic risk platform that helps organizations fight financial crime, prevent AI-driven attacks, and automate fraud and AML operations in real time.

What you will do

• Lead, coach, and develop a team of Support Engineers, driving a high-performance culture and accountability.
• Act as the primary escalation point for complex technical issues and enterprise customer situations.
• Perform hands-on debugging of API issues and lead incident response efforts.
• Develop operational processes, including incident management, escalation playbooks, and quality review frameworks.
• Define and track team metrics to identify systemic issues and drive continuous improvement.
• Collaborate with Engineering, Product, and Customer Success to influence platform improvements.

Requirements

• 7+ years in technical support, support engineering, or software engineering.
• 3+ years of experience managing technical support teams.
• Proficiency with SQL and REST APIs, and experience with debugging and observability tools.
• Experience working in both startup and large company environments.
• Experience managing high-volume support operations with enterprise SLAs and on-call duties.
• Must be based in the United States or Canada.

Nice to have

• Prior hands-on software development experience.
• Bachelor's degree in Computer Science, Engineering, or a related technical field.

Culture & Benefits

• Remote-first culture with flexible paid time off and a year-end break.
• Competitive compensation including cash, equity with early exercise, and 401k/RRSP matching.
• Comprehensive health, dental, and vision insurance for employees and dependents.
• Home office setup stipend and company-provided MacBook Pro.
• Monthly stipends for meals and social meet-ups.
• Annual stipends for health, wellness, and professional learning.