Remote-First Support Engineering Manager

Sardine; Berkeley (CA); Remote; USD 140,000 - 200,000; Full time

Benefits offered by this job

Remote-first culture

Flexible paid time off

Health insurance (US and Canada)

4% 401k matching

MacBook Pro provided

Home office stipend

Meal stipend

Wellness stipend

Annual Learning stipend

Job summary

Sardine is seeking a Support Engineering Manager to own and scale the technical support experience for our API-driven fraud and payments platform. You will lead a team of engineers delivering enterprise-grade support across time zones, while building processes and tooling for high velocity delivery.

You'll combine hands-on technical work with people leadership, shaping incident response, service quality, and customer outcomes in a startup-spirited, remote-first environment.

Qualifications

• 7+ years in technical support, support engineering, software engineering, or a related technical role
• 3+ years managing technical support teams, including performance management and coaching
• Hands-on technical background, prior software development experience is a strong plus

Responsibilities

• 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

Skills

SQL

REST APIs

Leadership

People management

Engineering background

Startup experience

Education

Bachelor's degree in Computer Science or related field

Job description

Sardine is seeking a Support Engineering Manager to own and scale the technical support experience for our API-driven fraud and payments platform. You will lead a team of engineers delivering enterprise-grade support across time zones, while building processes and tooling for high velocity delivery.

You'll combine hands-on technical work with people leadership, shaping incident response, service quality, and customer outcomes in a startup-spirited, remote-first environment.