Support Engineer

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

📋 Description

• Act as the primary point of contact for customers through email, chat, and phone.

• Take ownership of, prioritize, troubleshoot, and resolve intricate technical issues.

• Provide tailored customer solutions and technical support.

• Maintain a deep understanding of Sardine’s risk and payment platform, APIs, SDKs, web-stack technologies, and industry best practices.

• Develop tools and documentation to enhance team and client self-sufficiency.

• Keep informed about product updates, features, and industry standards.

• Analyze and diagnose technical issues reported by customers and deliver prompt resolutions.

• Escalate issues to development teams with comprehensive information.

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

• Represent customer needs and collaborate with internal teams on product bugs and enhancements.

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

• Work independently alongside global teammates across various time zones.

⛳️ Requirements

• Proficiency in English is essential.

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

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

• Skilled in SQL (including joins and queries across multiple tables).

• Familiarity with REST API and tools such as Postman.

• Ability to work autonomously and communicate effectively in 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 setting.

• Previous experience coordinating with third-party vendors and support providers is an advantage.

• Must maintain a home base in the country of employment.

🏝️ Benefits

• Competitive compensation package in cash and equity.

• Early exercise options available for all shares, including pre-vested options.

• Enjoy the flexibility of working from anywhere in a remote-first culture.

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

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

• 4% matching contribution in 401k / RRSP – applicable in the US and Canada.

• A MacBook Pro will be delivered to your home.

• One-time stipend for setting up a home office, including desk, chair, screen, etc.

• Monthly meal stipend.

• Monthly social meet-up stipend.

• Annual health and wellness stipend.

• Annual learning stipend.