Customer Support Engineer at Sardine

Job description

Who we are: Sardine is the leading agentic risk platform for fighting financial crime. Our integrated solution unifies data across risk teams to help organizations stop fraud in real time, prevent AI-driven attacks, and automate fraud and AML operations. Sardine’s platform is strengthened by one of the fastest-growing fraud consortiums in the market, spanning more than 6 billion profiled devices, 800 million consumers, and 3 million businesses worldwide. Leading companies including FIS, GoDaddy, Intuit, Edward Jones, ZoomInfo, and Checkout.com rely on Sardine to secure and grow trust in their products. Our culture: • We have hubs in the Bay Area, NYC, Austin, Toronto, and São Paulo. However, we maintain a remote-first work culture. #WorkFromAnywhere • We hire talented, self-motivated individuals with extreme ownership and high growth orientation. • We value performance and not hours worked. We believe you shouldn't have to miss your family dinner, your kid's school play, friends get-together, or doctor's appointments for the sake of adhering to an arbitrary work schedule. Location: Remote - Brazil To be considered for this position, you must reside in one of the following cities: • São Paulo: São Paulo, Campinas, São José dos Campos • Rio de Janeiro: Rio de Janeiro • Minas Gerais: Belo Horizonte • Paraná: Curitiba • Santa Catarina: Florianópolis Work Timezone -Ideally PST About the role: 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-p