Support Engineer

Sardine; A distancia; MXN 720,000 - 1,081,000; Jornada completa

Descripción de la vacante

A leading fraud prevention company is looking for a Support Engineer to provide technical and functional customer support remotely from Mexico. The ideal candidate will leverage their technical expertise and experience to troubleshoot and resolve issues regarding the company’s API-driven platform. This role requires excellent communication skills for effective interaction with customers. With a base pay range of $40,000 - $60,000 and equity options, it's an exciting opportunity to contribute to a fast-growing team committed to innovation.

Servicios

Generous cash and equity compensation

Flexible paid time off

Health, dental, and vision insurance

401k matching

Home office setup stipend

Monthly meal stipend

Annual wellness stipend

Learning stipend

Formación

• 5+ years in a technical support, support engineering, or software engineering role.
• Strong understanding of web technologies, APIs, and cloud infrastructure.
• Ability to work independently and communicate clearly in high-pressure situations.

Responsabilidades

• Be the first point of contact for customers and quickly understand their needs.
• Own, prioritize, and troubleshoot complex technical issues.
• Contribute to the development of documentation and tools for streamlined support.

Conocimientos

Technical support expertise

Web technologies knowledge

API understanding

SQL proficiency

Clear communication

B2B SaaS experience

Herramientas

Postman

Descripción del empleo

Who we are:

We are a leader in fraud prevention and AML compliance. Our platform uses device intelligence, behavior biometrics, machine learning, and AI to stop fraud before it happens. Today, over 300 banks, retailers, and fintechs worldwide use Sardine to stop identity fraud, payment fraud, account takeovers, and social engineering scams. We have raised $145M from world-class investors, including Andreessen Horowitz, Activant, Visa, Experian, FIS, and Google Ventures.

Our culture:

• We have hubs in the Bay Area, NYC, Austin, and Toronto. However, we maintain a remote-first work culture. #WorkFromAnywhere
• 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.

Location

• Remote – Mexico – Ideally PST (From Home / Beach / Mountain / Cafe / Anywhere!)
• We are a remote-first company with a globally distributed team. So you can find your productive zone and work from there.

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 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 for customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).
• Own, prioritize, and troubleshoot complex technical issues, providing an excellent solution to 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.
• 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.
• 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.

Compensation: Base pay range of $40,000 - $60,000 + Series C equity with tremendous upside potential + Attractive benefits.

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, Year-end break, Self care days off.
• 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.
• Unlimited access to an expert financial advisory.

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.

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