Support Engineer
Skills
About the Role
You will own the technical and functional customer support experience end-to-end. You will act as the first point of contact, troubleshoot and resolve API, SDK, SQL, and cloud infrastructure issues, create documentation and tools, escalate complex bugs to engineering, and collaborate with customers and third parties to deliver timely solutions.
Requirements
- 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 multi-table queries
- Understanding of REST API 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 environments
- Comfort navigating ambiguity and edge cases in a high-volume ticketing environment
- Prior experience coordinating with third-party vendors (bonus)
Responsibilities
- Serve as first point of contact for customers via email chat and phone
- Own prioritize and troubleshoot complex technical issues
- Become product expert on Sardine platform APIs SDKs and web stack
- Provide high-quality technical support across channels
- Create and maintain documentation tools and processes
- Analyze diagnose and resolve technical issues reported by customers
- Escalate issues to development team with detailed information
- Advocate for customer needs and collaborate with internal teams
Benefits
- Generous compensation in cash and equity
- Equity with early exercise for all options including pre-vested
- Work from anywhere remote-first culture
- Flexible paid time off and year-end break
- Health insurance dental and vision coverage for employees and dependents (US and Canada specific)
- 4% matching in 401k / RRSP (US and Canada specific)
- MacBook Pro delivered to your door
- One-time home office setup stipend
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual learning stipend