Support Engineer

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Serve as the primary point of contact for customers, swiftly and effectively addressing their needs and requests through multiple channels (email, chat, phone).

• Take ownership of, prioritize, and troubleshoot complex technical issues, delivering exceptional solutions to customers.

• Act as a key resource on the Sardine risk and payment platform, including APIs, SDKs, web-stack technologies, and best practices.

• Embrace innovation and proactive thinking, dedicating time to create valuable tools and documentation that enhance the success and autonomy of our team and clients.

• Deliver high-quality technical support to customers across various communication channels.

• Promptly and effectively troubleshoot and resolve issues.

• Collaborate with customers to gain a thorough understanding of their needs and provide customized solutions.

• Develop and maintain comprehensive knowledge of Sardine to efficiently troubleshoot and address customer issues.

• Keep abreast of product enhancements, new features, and industry best practices.

• Analyze and diagnose technical issues reported by customers, ensuring timely resolutions.

• Escalate issues to the development team as necessary, providing detailed information to facilitate efficient problem resolution.

• Document troubleshooting steps and solutions for both internal and external knowledge bases.

• Advocate for customer needs and work collaboratively with internal teams to prioritize and address product bugs and improvements.

• Contribute to the creation of documentation, tools, and processes that streamline support operations.

⛳️ Requirements

• 5+ years of experience in technical support, support engineering, solutions engineering, or software engineering roles.

• Strong comprehension of web technologies, APIs, and cloud infrastructure.

• Proficient in SQL, including joins and queries across multiple tables.

• Familiarity with REST APIs and tools such as Postman.

• Ability to work independently and communicate clearly under high-pressure situations.

• Experience in supporting B2B SaaS products and/or working within fintech or compliance-related environments.

• Comfortable navigating ambiguity and edge cases in a high-volume ticketing environment.

• Bonus: Previous experience coordinating with third-party vendors and support providers.

🏝️ Benefits

• Competitive compensation in both cash and equity.

• Early exercise options available, including pre-vested options.

• Work from anywhere with a remote-first culture.

• Flexible paid time off and a year-end break.

• Health insurance, dental, and vision coverage for employees and their dependents - *specific to US and Canada*.

• 4% matching contribution in 401k / RRSP - *specific to US and Canada*.

• A MacBook Pro delivered to your doorstep.

• A one-time stipend to establish a home office, covering items like desk, chair, screen, etc.

• Monthly stipend for meals.

• Monthly stipend for social meet-ups.

• Annual health and wellness stipend.

• Annual learning stipend.