Support Engineer

Mixpeek; Dubai; Remote; AED 180,000 - 360,000; Full time

Benefits offered by this job

Remote-first culture

Flexible paid time off

Health insurance

MacBook Pro provided

Home office stipend

Meal stipend

Learning stipend

Job summary

Sardine, a remote-first fintech risk platform, is seeking an experienced Support Engineer to own the customer support experience end-to-end. You will work with customers, providers, and internal teams to troubleshoot, resolve, and prevent issues across Sardine’s API-driven platform.

The role emphasizes independence, global collaboration, and maintaining service quality across time zones. The ideal candidate is technically skilled, self-sufficient, and thrives in a fast-paced environment.

Qualifications

• 5+ years in technical support or software engineering roles.
• Fluent in English with ability to work under pressure.
• Experience with B2B SaaS and fintech/compliance environments.
• Proficiency in web technologies, APIs, and cloud infrastructure.

Responsibilities

• Be the first point of contact of customers via email, chat, and phone.
• Own, prioritize, and troubleshoot complex technical issues.
• Be a knowledge source on Sardine APIs, SDKs, and web stack.
• Create tools and documentation to empower the team and clients.
• Provide high-quality technical support via multiple channels.
• Troubleshoot and resolve issues promptly and effectively.
• Collaborate with customers to understand needs and provide tailored solutions.
• Develop deep product knowledge to resolve issues efficiently.
• Stay updated on product enhancements and best practices.
• Analyze and diagnose technical issues reported by customers.
• Escalate issues with detailed information to the dev team.
• Document troubleshooting steps for internal/external knowledge bases.
• Advocate for customer needs within the product roadmap.

Skills

Technical support

APIs

Cloud infrastructure

SQL

REST API

Postman

B2B SaaS

Fintech

Tools

Postman

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 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.
• We're a remote-first team spread across time zones, so no office to report to - work from wherever helps you do your best work. Just a couple of things to keep in mind: pay is based on where you're located, and you'll need to keep a home base in the country you're hired in. So while we love the "coffee shop today, mountains tomorrow" life, this isn't a passport-optional, work-from-anywhere-on-Earth kind of remote - think flexible within your country, not borderless.

Location:

• Remote - United Arab Emirates

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
• 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 working in 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

Benefits we offer:

• 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

Join a fast-growing company with world-class professionals from around the world. If you are seeking a meaningful career, you found the right place, and we would love to hear from you.

To learn more about how we process your personal information and your rights in regards to your personal information as an applicant and Sardine employee, please visit our Applicant and Worker Privacy Notice.