Senior FinTech Support Engineer - API & Platform

Sardine; United Arab Emirates; Remote; AED 180,000 - 270,000; Full time

Benefits offered by this job

Generous compensation in cash and equi

Remote-first Culture

Flexible paid time off

Job summary

Sardine is seeking an experienced Support Engineer to own the technical and functional customer support experience end-to-end for its API-driven platform. You will collaborate with customers, third-party providers, and internal engineering teams to troubleshoot, resolve, and prevent issues across Sardine’s platform.

The role is remote-first, requiring strong technical skills, excellent communication under pressure, and the ability to work across time zones.

Qualifications

• 5+ years in a technical support, support engineering, solutions engineering, or software engineering role.
• Fluent in English.
• 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 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.

Responsibilities

• Be the first point of contact of customers and quickly understand their needs via email, chat, or phone.
• Own, prioritize, and troubleshoot complex technical issues and provide solutions.
• Become a knowledge source on Sardine's risk and payment platform, APIs, and SDKs.
• Create tools and documentation to help the team and clients work more independently.
• Provide high-quality technical support to customers across channels.
• Troubleshoot and resolve issues promptly and effectively.
• Collaborate with customers to understand needs and provide tailored solutions.
• Develop and maintain deep knowledge of Sardine to troubleshoot customer issues.
• Stay updated on product enhancements and best practices.
• Analyze and diagnose issues and provide timely resolutions, escalate when necessary.
• Document troubleshooting steps for knowledge bases, and advocate for customer needs.

Skills

Fluent English

APIs

SQL

Web technologies

Independent work

Tools

Postman

REST API

Cloud infrastructure

Job description

Sardine is seeking an experienced Support Engineer to own the technical and functional customer support experience end-to-end for its API-driven platform. You will collaborate with customers, third-party providers, and internal engineering teams to troubleshoot, resolve, and prevent issues across Sardine’s platform.

The role is remote-first, requiring strong technical skills, excellent communication under pressure, and the ability to work across time zones.