Lead, Support Engineering — Remote & High-Impact

Sardine; United States; Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Cash and equity

Remote-first culture

Flexible PTO

Health coverage

401k with match

MacBook Pro

Home office stipend

Meal stipend

Social stipend

Learning stipend

Job summary

Sardine is seeking a Support Engineering Lead to own and scale the technical support experience for our API-driven fraud and payments platform. You will lead a team of engineers, resolve complex issues, and build processes that enable global operation across time zones.

You will hire, coach, and set the standards for incident response, telemetry, and customer outcomes, while partnering with Eng, Product, and CS to improve platform quality.

Qualifications

• 7+ years in technical support or software engineering with hands-on development experience.
• 3+ years leading technical support teams with performance management and coaching.
• Hands-on technical background; prior software development is a strong plus.
• Proficiency with SQL and REST APIs; comfortable with debugging/observability tools.
• Experience in both startup and larger company environments.
• Experience running high-volume support operations with enterprise SLAs and on-call duties.
• Bachelor's degree in CS/Engineering or equivalent.

Responsibilities

• Lead, coach, and develop a team of Support Engineers, driving accountability and growth.
• Own service delivery end-to-end; escalate complex technical issues with customers.
• Dive into tickets, debug API issues, join customer calls, and lead incident response.
• Build and enforce incident management, escalation playbooks, and quality reviews.
• Define and track team metrics and dashboards; surface systemic issues for improvement.
• Partner with Engineering, Product, and Customer Success to advocate for customers.
• Champion AI and automation, including AI Assistant features to boost productivity.
• Lead hiring, onboarding, and career development to scale the team.
• Represent the support function in cross-functional forums and share operational data.

Skills

Technical leadership

People management

SQL

REST APIs

Debugging and observability

Cross-functional collaboration

Startup & scale-up background

On-call incident management

Education

Bachelor's degree in Computer Science or Engineering

Job description

Sardine is seeking a Support Engineering Lead to own and scale the technical support experience for our API-driven fraud and payments platform. You will lead a team of engineers, resolve complex issues, and build processes that enable global operation across time zones.

You will hire, coach, and set the standards for incident response, telemetry, and customer outcomes, while partnering with Eng, Product, and CS to improve platform quality.