Support Engineer

Sardine Inc.

Job Overview

Location

Brazil

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the primary technical point of contact for customers using Sardine’s API-driven fraud prevention and AML compliance platform, responding via email, chat, and phone.
• Own end-to-end resolution of complex technical issues related to Sardine’s APIs, SDKs, web-stack technologies, and integrations, ensuring timely and accurate solutions.
• Diagnose and troubleshoot customer-reported issues involving identity fraud, payment fraud, account takeovers, and social engineering scams on Sardine’s platform.
• Collaborate directly with customers to understand their unique technical environments and deliver tailored solutions that align with their risk and compliance needs.
• Escalate unresolved or systemic issues to engineering teams with detailed logs, reproducible steps, and contextual analysis to enable rapid resolution.
• Maintain comprehensive, up-to-date knowledge of Sardine’s product features, enhancements, and industry best practices in fraud prevention and fintech compliance.
• Develop and maintain internal and external knowledge base articles, troubleshooting guides, and documentation to improve customer self-sufficiency and support efficiency.
• Build and contribute to tools and automation that streamline support workflows, reduce ticket volume, and enhance the overall customer experience.
• Advocate for customer needs by translating feedback into actionable product improvement requests for engineering and product teams.
• Work independently across global time zones with distributed teams to ensure consistent, high-quality technical support coverage.
• Monitor and prioritize high-volume support tickets in a fast-paced, ambiguity-rich environment, managing edge cases and complex integrations with precision.
• Stay current with evolving trends in fraud prevention, payment systems, and regulatory compliance to provide informed, proactive customer guidance.
• Partner with third-party vendors and integration providers to resolve cross-platform issues affecting Sardine’s customers.
• Document all troubleshooting steps, resolutions, and customer interactions thoroughly to ensure knowledge retention and team alignment.
• Contribute to the continuous improvement of support processes, tools, and documentation to scale the team’s effectiveness as the company grows.

🎯 Requirements

• 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

🏖️ Benefits

• 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
• MacBook Pro delivered to your door

Skills & Technologies

REST

Remote

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Sardine Inc.

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About Sardine Inc.

Sardine Inc. provides real-time fraud prevention and compliance infrastructure for fintechs, crypto platforms, and digital banks. Its API-based platform combines device fingerprinting, behavioral biometrics, transaction monitoring, and sanctions screening to detect and block fraud before funds move. The company serves payment processors, neobanks, and crypto exchanges, helping them reduce chargebacks, meet regulatory requirements, and onboard users faster while minimizing risk.

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