Support Engineer
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 the technical and functional customer support experience end-to-end, sitting at the intersection of technical support, engineering, and customer success. You'll be the first point of contact for customers across email, chat, and phone, troubleshoot complex technical issues, and become an expert on the risk and payment platform, APIs, SDKs, and web-stack technologies. You'll escalate to engineering when needed, document solutions, advocate for customer needs, and build tools and documentation to streamline support. You'll work independently with global teammates across time zones.
Requirements
- Previous experience in a customer-facing and technical role
- Advanced English proficiency and fluency in Spanish
- 5+ years in technical support, support engineering, solutions engineering, or software engineering
- Strong understanding of web technologies, APIs, and cloud infrastructure
- Proficiency with SQL including joins and queries across multiple tables
- Understanding of REST APIs and experience with 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
- Comfort navigating ambiguity and edge cases in a high-volume ticketing environment
- Must reside in Mexico City or Monterrey
Responsibilities
- Act as first point of contact for customers via email, chat, and phone
- Own, prioritize, and troubleshoot complex technical issues and deliver solutions
- Develop deep knowledge of the platform, APIs, SDKs, and web-stack technologies
- Create tools and documentation that help the team and clients be self-sufficient
- Escalate issues to the development team with detailed information
- Document troubleshooting steps and solutions for internal and external knowledge bases
- Advocate for customer needs and collaborate with internal teams on product bugs and improvements
- Contribute to documentation, tools, and processes to streamline support
Benefits
- Cash and equity compensation
- Early exercise for all options, including pre-vested
- Remote-first culture
- Flexible paid time off and year-end break
- MacBook Pro delivered to your door
- One-time home office stipend
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual learning stipend