Support Engineer
AI risk platform that helps financial institutions prevent fraud, ensure compliance, and detect money laundering through behavioral analysis and device intelligence.
Maintainer signals as of 9/25/2026
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 issues across APIs, SDKs, and web technologies; collaborate with customers and internal engineering stakeholders; escalate defects; document solutions; and improve support tools and processes.
Requirements
- 5+ years of experience in technical support, support engineering, solutions engineering, or software engineering
- Fluency in English
- Knowledge of web technologies, APIs, and cloud infrastructure
- SQL proficiency, including joins and multi-table queries
- Knowledge of REST APIs and Postman
- Experience supporting B2B SaaS products or working in fintech or compliance environments
- Ability to navigate ambiguity and edge cases in a high-volume ticketing environment
Responsibilities
- Serve as the first point of contact for customer requests through email, chat, and phone
- Own, prioritize, and troubleshoot complex technical issues
- Provide high-quality technical support and tailored solutions
- Analyze and diagnose customer-reported issues
- Escalate issues to the development team with detailed information
- Document troubleshooting steps and solutions for knowledge bases
- Advocate for customer needs and prioritize product improvements
- Develop documentation, tools, and processes to streamline support
Benefits
- Early exercise for options, including pre-vested options
- Remote-first work
- Flexible paid time off and year-end break
- Health, dental, and vision insurance for employees and dependents in the US and Canada
- 4% 401(k) or RRSP matching in the US and Canada
- MacBook Pro
- One-time home-office setup stipend
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual learning stipend
