Customer Support Engineer
Provides end-to-end technical support for customers using Sardine’s API-driven risk and payment platform. The role requires 5+ years of relevant experience, strong web/API and cloud knowledge, SQL proficiency, and the ability to troubleshoot B2B SaaS issues independently.
About the job
Responsibilities
- Serve as the first point of contact for customers via email, chat, and phone.
- Own, prioritize, troubleshoot, and resolve complex technical issues.
- Provide high-quality technical support and tailored solutions.
- Become a product expert on Sardine’s risk and payment platform, APIs, SDKs, web-stack technologies, and best practices.
- Create tools and documentation to improve team and customer self-sufficiency.
- Stay current on product enhancements, new features, and industry best practices.
- Escalate issues to development teams with detailed information when necessary.
- Document troubleshooting steps and solutions for internal and external knowledge bases.
- Advocate for customer needs and collaborate with internal teams on product bugs and improvements.
- Contribute to documentation, tools, and processes that streamline support.
Requirements
- 5+ years of experience 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 queries across multiple tables.
- Understanding of REST APIs and tools such as 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.
Nice-to-have
- Experience coordinating with third-party vendors and support providers.
Compensation and Benefits
- Base pay: BRL 240K–350K yearly.
- Series C equity with significant upside potential.
- Attractive benefits, including early exercise for all options, flexible paid time off, year-end break, health insurance, dental and vision coverage, a MacBook Pro, home-office setup stipend, monthly meal and social meet-up stipends, annual health and wellness and learning stipends.
- Remote-first culture with work-from-anywhere flexibility.
Skills
Web Technologies, APIs, Cloud Infrastructure, SQL, REST APIs, Postman, SDKs, SaaS, Fintech, Compliance
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