Support Engineer

About this role

Own the end-to-end technical support experience for Sardine’s API-driven risk and payments platform. Diagnose customer issues, coordinate with engineering and third-party providers, and help improve support tools and documentation.

About the company

Sardine is a financial crime platform that helps companies detect fraud, money laundering, and other risk with real-time behavioral and device intelligence.

The team

Support Engineering

Stack

What you'll do

• Provide technical support to customers through email, chat, and phone.
• Prioritize, diagnose, and resolve complex technical issues.
• Escalate issues to development teams with clear troubleshooting details.
• Advocate for customer needs and help prioritize product bugs and improvements.
• Create and maintain support documentation, tools, and processes.

What we're looking for

• 5+ years in technical support, support engineering, solutions engineering, or software engineering.
• Customer-facing technical experience and strong knowledge of web technologies, APIs, and cloud infrastructure.
• Proficiency in SQL, including joins and queries across multiple tables.
• Experience with REST APIs and tools such as Postman.
• Advanced English proficiency and fluency in Spanish.
• Ability to work independently and communicate clearly under pressure.
• Must reside in Mexico City or Monterrey.

Nice to have

• Experience supporting B2B SaaS products or working in fintech or compliance.
• Experience coordinating with third-party vendors and support providers.

Benefits

• Cash compensation and equity, with early exercise for options.
• Flexible paid time off and year-end break.
• MacBook Pro and a one-time home-office setup stipend.
• Monthly meal and social meet-up stipends.
• Annual health and wellness and learning stipends.