Support Engineer Europe
AI risk platform that helps financial institutions prevent fraud, ensure compliance, and detect money laundering through behavioral analysis and device intelligence.
Funding history
Projects
About Sardine
Sardine helps financial institutions prevent fraud and ensure compliance by analyzing user behavior and device intelligence in real-time. Users can detect identity theft, payment fraud, account takeovers, and money laundering while streamlining KYC/AML processes. Sardine provides risk management with AI agents, case management, and regulatory reporting tools.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will own technical and functional customer support from initial contact through resolution. You will troubleshoot API-driven platform issues, provide tailored solutions, document troubleshooting knowledge, escalate issues when needed, advocate for customer needs, and improve support tools, documentation, and processes.
Requirements
- Fluent English
- 5+ years in technical support, support engineering, solutions engineering, or software engineering
- Web technology, API, and cloud infrastructure knowledge
- SQL proficiency
- REST API knowledge
- Postman proficiency
- B2B SaaS, fintech, or compliance environment experience
- Experience working in a high-volume ticketing environment
Responsibilities
- Serve as the first point of contact for customers
- Own, prioritize, and troubleshoot complex technical issues
- Provide technical support through email, chat, and phone
- Analyze and resolve customer-reported issues
- Escalate issues to the development team with detailed information
- Document troubleshooting steps and solutions
- Advocate for customer needs and product improvements
- Develop support documentation, tools, and processes
Benefits
- Equity
- Early exercise for options
- Flexible paid time off
- Year-end break
- Health, dental, and vision coverage for employees and dependents
- 401k or RRSP matching
- MacBook Pro
- Home-office setup stipend
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual learning stipend
