Support Engineer-Canada

📋 Description

• • Sardine Inc. is at the forefront of combating fraud and ensuring Anti-Money Laundering (AML) compliance, empowering over 300 banks, retailers, and fintechs globally with our advanced platform. Leveraging cutting-edge device intelligence, behavior biometrics, machine learning, and AI, we proactively thwart identity fraud, payment fraud, account takeovers, and social engineering scams. Having secured $145M in funding from prominent investors like Andreessen Horowitz, Activant, Visa, Experian, FIS, and Google Ventures, we are poised for significant growth and impact.
• • Our culture is built on a foundation of remote-first principles, fostering a #WorkFromAnywhere environment across our hubs in the Bay Area, NYC, Austin, Toronto, and São Paulo. We champion a performance-driven ethos, valuing self-motivated individuals who exhibit extreme ownership and a high growth orientation. We believe in empowering our team members to achieve a healthy work-life balance, recognizing that personal commitments like family dinners, school events, social gatherings, and medical appointments are paramount and should not be sacrificed for arbitrary work schedules.
• • This Support Engineer role is a critical position within our globally distributed, remote-first team, ideally based in the Pacific Standard Time (PST) zone within Canada. You will operate with a high degree of autonomy, contributing to the maintenance of exceptional service quality across diverse time zones. The ideal candidate is technically adept, highly self-sufficient, and thrives in the dynamic, fast-paced environment characteristic of a leading fintech company.
• • As a Support Engineer, you will be the primary technical and functional point of contact for our customers, owning the entire support experience from initial engagement to final resolution. This multifaceted role bridges the gap between technical support, engineering, and customer success. You will develop deep expertise in the Sardine platform, working collaboratively with customers, third-party providers, and our internal engineering teams to meticulously troubleshoot, resolve, and proactively prevent issues across our API-driven platform.
• • Your responsibilities will encompass being the initial responder to customer inquiries across various channels, including email, chat, and phone, ensuring a swift and accurate understanding of their needs and requests. You will take ownership of complex technical issues, prioritizing them effectively and delivering excellent, customer-centric solutions.
• • You will serve as a central repository of knowledge regarding Sardine’s risk and payment platform, its comprehensive APIs and SDKs, the underlying web-stack technologies, and best practices for implementation and utilization. A key aspect of this role involves proactive innovation; you will dedicate time to developing valuable tools, scripts, and documentation that empower both our internal support team and our clients to achieve greater success and self-sufficiency.
• • Delivering high-quality technical support is paramount, requiring prompt and effective troubleshooting and resolution of customer-reported issues. You will engage closely with customers to deeply understand their unique requirements and provide solutions that are precisely tailored to their needs.
• • Continuous learning and knowledge development are essential. You will maintain and deepen your in-depth understanding of the Sardine platform, staying abreast of all product enhancements, new features, and evolving industry best practices to effectively address customer challenges.
• • A significant part of your role will involve the meticulous analysis and diagnosis of technical issues, followed by the timely delivery of resolutions. When necessary, you will expertly escalate issues to the development team, providing comprehensive and detailed information to facilitate efficient problem-solving.
• • You will be responsible for meticulously documenting all troubleshooting steps and solutions, contributing to both internal and external knowledge bases to foster a culture of shared learning and efficiency.
• • Acting as a strong advocate for our customers, you will collaborate closely with internal product and engineering teams to ensure customer needs are understood and to help prioritize the resolution of product bugs and the implementation of product improvements.
• • Furthermore, you will actively contribute to the enhancement of our support infrastructure by developing new documentation, creating essential tools, and refining existing processes to streamline support operations and improve overall customer satisfaction.