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Mid LevelFull-timeREST APIMachine LearningAIAPI
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are 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.
Key Responsibilities
- →Be the first point of contact for customers and quickly understand their needs via various channels
- →Troubleshoot and resolve complex technical issues for customers
- →Be a key source of knowledge on Sardine’s risk and payment platform, APIs, SDKs, and web-stack technologies
- →Create valuable tools and documentation to help team and clients
- →Provide high-quality technical support across multiple channels
- →Collaborate with customers to understand needs and provide tailored solutions
- →Develop in-depth knowledge of Sardine to effectively troubleshoot issues
- →Stay updated on product enhancements and industry best practices
- →Analyze and diagnose technical issues, providing timely resolutions
- →Escalate issues to development team when necessary
- →Document troubleshooting steps and solutions for knowledge bases
- →Advocate for customer needs and collaborate on product improvements
- →Contribute to development of documentation, tools, and processes
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 (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 environments
- ✓Comfort navigating ambiguity and edge cases in a high-volume ticketing environment
- ✓Bonus: Prior experience coordinating with third-party vendors and support providers
Benefits
- ★Generous compensation in cash and equity
- ★Early exercise for all options
- ★Remote-first culture with flexible paid time off
- ★Health insurance, dental, and vision coverage
- ★4% matching in 401k/RRSP
- ★MacBook Pro provided
- ★One-time home office stipend
- ★Monthly meal and social meet-up stipends
- ★Annual health and wellness and learning stipends
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