Support Engineering Lead
Lead and scale a team of Support Engineers for Sardine's fraud and payments platform. Own technical escalations, incident response, process building, metrics, and AI adoption while partnering cross-functionally to improve the product. Requires 7+ years technical experience including 3+ years managing support teams, hands-on coding background, SQL/API proficiency, and startup + enterprise experience.
About the job
What you'll be doing
- Lead, coach, and develop a team of Support Engineers, driving accountability, continuous growth, and a high-performance culture
- Own service delivery end-to-end, acting as the primary escalation point for complex technical issues and enterprise customer situations
- Get hands-on when it counts, diving into tickets, debugging API issues, joining customer calls, and leading incident response alongside your team
- Build and enforce operational processes including incident management, escalation playbooks, and internal quality review frameworks
- Define and track team metrics and dashboards, using data to identify trends, surface systemic issues, and drive continuous improvement
- Partner with Engineering, Product, and Customer Success to advocate for customer needs and influence platform improvements
- Champion AI and automation adoption, including Pylon's AI Assistant, to improve team productivity and service quality
- Lead hiring, onboarding, and career development to scale the support organization as Sardine grows
- Represent the support function in cross-functional forums and contribute to strategic decisions with customer insights and operational data
What you'll bring
- 7+ years in technical support, support engineering, software engineering, or a related technical role, ideally with a background that includes hands-on development or engineering experience
- 3+ years managing technical support teams, including performance management and coaching
- Hands-on technical background, prior software development experience is a strong plus
- Proficiency with SQL and REST APIs; comfortable using debugging and observability tools
- Experience in both startup and larger company environments
- Experience running high-volume support operations with enterprise SLAs and on-call responsibilities
- Able to go deep technically and lead people effectively, both matter in this role
- Track record of building or improving processes around incident response, escalations, and service quality
- Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience
Benefits
- 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
Skills
SQL, REST APIs, Incident Management, Debugging, Observability Tools, AI Automation, Technical Support, Support Engineering, Software Engineering, Process Improvement, On-Call Management, Customer Escalations
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