Customer Support Engineer

Requisitos

• **Who we are:** Sardine is the leading agentic risk platform for fighting financial crime
• Our integrated solution unifies data across risk teams to help organizations stop fraud in real time, prevent AI-driven attacks, and automate fraud and AML operations
• Sardine’s platform is strengthened by one of the fastest-growing fraud consortiums in the market, spanning more than 6 billion profiled devices, 800 million consumers, and 3 million businesses worldwide
• Leading companies including FIS, GoDaddy, Intuit, Edward Jones, ZoomInfo, and Checkout.com rely on Sardine to secure and grow trust in their products. **Our culture:** - We hire talented, self-motivated individuals with extreme ownership and high growth orientation. - We value performance and not hours worked
• We believe you shouldn't have to miss your family dinner, your kid's school play, friends get-together, or doctor's appointments for the sake of adhering to an arbitrary work schedule. - We're a remote-first team spread across time zones, so no office to report to - work from wherever helps you do your best work
• Just a couple of things to keep in mind: pay is based on where you're located, and you'll need to keep a home base in the country you're hired in
• So while we love the "coffee shop today, mountains tomorrow" life, this isn't a passport-optional, work-from-anywhere-on-Earth kind of remote - think flexible *within* your country, not borderless. **Location:** Remote - Brazil To be considered for this position, you must reside in one of the following cities: - São Paulo: São Paulo, Campinas, São José dos Campos - Rio de Janeiro: Rio de Janeiro - Minas Gerais: Belo Horizonte - Paraná: Curitiba - Santa Catarina: Florianópolis Work Timezone -Ideally PST **About the role:** We’re looking for an experienced Support Engineer to join our team and own the technical and functional customer support experience end-to-end
• This role sits at the intersection of technical support, engineering, and customer success
• You’ll become a product expert, working closely with customers, third-party providers, and internal engineering teams to troubleshoot, resolve, and prevent issues across Sardine’s API-driven platform
• You’ll operate independently with global teammates and will play a critical role in maintaining service quality across time zones
• The ideal candidate is technical, self-sufficient, and thrives in a fast-paced environment. **What you’ll be doing:** - Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone). - Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers - Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices - Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient - Provide high-quality technical support to customers via various channels - Troubleshoot and resolve issues promptly and effectively - Collaborate with customers to understand their needs and provide tailored solutions - Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues. - Stay updated on product enhancements, new features, and industry best practices. - Analyze and diagnose technical issues reported by customers and provide timely resolutions. - Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution. - Document troubleshooting steps and solutions for internal and external knowledge bases. - Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements. - Contribute to the development of documentation, tools and processes to streamline support. **What You’ll Need:** - 5+ years in a technical support, support engineering, solutions engineering, or software engineering role - Strong understanding of web technologies, APIs, and cloud infrastructure - Proficiency with SQL (joins, queries across multiple tables) - Understanding of REST API and use of tools like Postman - Ability to work independently and communicate clearly in high-pressure situations - Experience supporting B2B SaaS products and/or working in fintech or compliance-related environments - Comfort navigating ambiguity and edge cases in a high-volume ticketing environment - Bonus: Prior experience coordinating with third-party vendors and support providers **Benefits we offer:** - Generous compensation in cash and equity - Early exercise for all options, including pre-vested - Work from anywhere: Remote-first Culture - Flexible paid time off and Year-end break - Health insurance, dental, and vision coverage for employees and dependents - *US and Canada specific* - 4% matching in 401k / RRSP - *US and Canada specific* - MacBook Pro delivered to your door - One-time stipend to set up a home office — desk, chair, screen, etc. - Monthly meal stipend - Monthly social meet-up stipend - Annual health and wellness stipend - Annual Learning stipend Join a fast-growing company with world-class professionals from around the world
• If you are seeking a meaningful career, you found the right place, and we would love to hear from you. *To learn more about how we process your personal information and your rights in regards to your personal information as an applicant and Sardine employee, please visit our* [*Applicant and Worker Privacy Notice*](https://www.sardine.ai/applicant-and-worker-privacy-notice)*.*