Customer Support Engineer

We’re looking for an experienced Support Engineer to join our team and own the technical and functional customer support experience end-to-end. This role sits at the intersection of technical support, engineering, and customer success. You’ll become a product expert, working closely with customers, third-party providers, and internal engineering teams to troubleshoot, resolve, and prevent issues across Sardine’s API-driven platform.

You’ll operate independently with global teammates and will play a critical role in maintaining service quality across time zones. The ideal candidate is technical, self-sufficient, and thrives in a fast-paced environment.

What you’ll be doing:

Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).

Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers

Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices

Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient

Provide high-quality technical support to customers via various channels

Troubleshoot and resolve issues promptly and effectively

Collaborate with customers to understand their needs and provide tailored solutions

Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues.

Stay updated on product enhancements, new features, and industry best practices.

Analyze and diagnose technical issues reported by customers and provide timely resolutions.

Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.

Document troubleshooting steps and solutions for internal and external knowledge bases.

Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.

Contribute to the development of documentation, tools and processes to streamline support.

What You’ll Need:

5+ years in a technical support, support engineering, solutions engineering, or software engineering role

Strong understanding of web technologies, APIs, and cloud infrastructure

Proficiency with SQL (joins, queries across multiple tables)

Understanding of REST API and use of 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

Bonus: Prior experience coordinating with third-party vendors and support providers

Compensation: Base pay range of BRL 240K- 350K yearly + Series C equity with tremendous upside potential + Attractive benefits

Benefits we offer:

Generous compensation in cash and equity

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 stipend to set up a home office — desk, chair, screen, etc.

Monthly meal stipend

Monthly social meet-up stipend

Annual health and wellness stipend

Annual Learning stipend

Join a fast-growing company with world-class professionals from around the world. If you are seeking a meaningful career, you found the right place, and we would love to hear from you.

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