Support Engineer

This is a fully remote position, open to applicants in United Arab Emirates (UAE).

📋 Description

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

• Take ownership of, prioritize, troubleshoot, and resolve complex technical challenges.

• Deliver high-quality technical support and customized customer solutions.

• Serve as a subject matter expert for Sardine’s risk and payment platform, APIs, SDKs, web technologies, and best practices.

• Develop useful support tools and documentation.

• Remain informed about product improvements, new features, and industry best practices.

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

• Escalate issues to the development team with comprehensive details when required.

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

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

• Assist in creating documentation, tools, and processes that enhance support efficiency.

• Work independently alongside global team members to uphold service quality across different time zones.

⛳️ Requirements

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

• Proficient in English.

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

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

• Familiar with REST API and 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 settings.

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

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

🏝️ Benefits

• Competitive compensation in both cash and equity.

• Early exercise options, including pre-vested shares.

• Work from anywhere: Embrace a remote-first culture.

• Flexible paid time off along with a year-end break.

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

• 4% matching in 401k / RRSP (specific to the US and Canada).

• Receive a MacBook Pro delivered right to your door.

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

• Monthly meal stipend.

• Monthly social meet-up stipend.

• Annual health and wellness stipend.

• Annual learning stipend.