105K–160K USD / year
Support Engineering Lead
Engineering managerRemote — United States (West Coast preferred)
Published on 2026-07-22
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About this role
Lead and scale Sardine’s technical support function for its API-driven fraud and payments platform. The role combines people management with hands-on technical troubleshooting, escalation ownership, and operational improvement across global time zones.
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
SQLREST APIsPylon AI Assistant
What you'll do
- Lead, coach, hire, and develop Support Engineers
- Own service delivery and act as the escalation point for complex technical and enterprise issues
- Debug API issues, handle tickets, join customer calls, and lead incident response
- Build incident management, escalation, and quality review processes
- Define team metrics and dashboards to identify trends and drive improvements
- Partner with Engineering, Product, and Customer Success on customer needs and platform improvements
- Promote AI and automation adoption to improve productivity and service quality
What we're looking for
- 7+ years in technical support, support engineering, software engineering, or a related technical role
- 3+ years managing technical support teams
- Hands-on technical background; software development experience is a strong plus
- Proficiency with SQL and REST APIs, and comfort with debugging and observability tools
- Experience in both startup and larger-company environments
- Experience running high-volume support operations with enterprise SLAs and on-call responsibilities
- Track record improving incident response, escalations, and service quality
- Bachelor’s degree in a technical field or equivalent practical experience
Nice to have
- Prior hands-on software development or engineering experience
Benefits
- Equity, with early exercise available for all options, including pre-vested options
- Flexible paid time off and year-end break
- Health, dental, and vision coverage for employees and dependents (US and Canada)
- 4% 401(k) or RRSP matching (US and Canada)
- Home-office setup stipend
- Monthly meal and social meet-up stipends
- Annual health and wellness and learning stipends
- Company-provided MacBook Pro