Support Engineer

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

📋 Description

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

• Take ownership, prioritize, troubleshoot, and resolve intricate technical challenges.

• Become a vital resource on Sardine’s risk and payment platform, including APIs, SDKs, web-stack technologies, and best practices.

• Develop tools and documentation to enhance team and client independence.

• Work closely with customers to identify their needs and offer customized solutions.

• Keep informed about product updates, new features, and industry best practices.

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

• When necessary, escalate issues to development teams with comprehensive information.

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

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

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

⛳️ Requirements

• Must be located in Mexico City or Monterrey.

• Prior experience in a customer-facing and technical role is required.

• Advanced proficiency in English and fluency in Spanish are necessary.

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

• Strong knowledge of web technologies, APIs, and cloud infrastructure is essential.

• Proficient in SQL, including the ability to perform joins and queries across multiple tables.

• Familiarity with REST APIs and experience using tools like Postman.

• Capable of working independently and communicating effectively in high-pressure situations.

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

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

• Bonus: Experience coordinating with third-party vendors and support providers is a plus.

🏝️ Benefits

• Competitive compensation package including cash and equity.

• Early exercise options, including those that are pre-vested.

• Remote-first culture allowing work from anywhere.

• 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 in 401k/RRSP (specific to the US and Canada).

• A MacBook Pro delivered directly to your location.

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

• Monthly meal stipend available.

• Monthly stipend for social meet-ups.

• Annual health and wellness stipend provided.

• Annual learning stipend to support professional development.