Remote-First Support Engineering Manager — Lead & Scale

Sardine; United States; Remote; USD 150,000 - 210,000; Full time

Benefits offered by this job

Generous cash and equity compensation

Remote-first culture

Flexible PTO

Health, dental, vision for employees +

Job summary

Sardine is hiring 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, own incident response, and build scalable processes across global time zones.

You bring hands-on development experience and strong people leadership, with a track record of delivering high‑quality support at scale in startups or fast‑growing environments. This role is remote-first with US-based pay benchmarks.

Qualifications

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

Responsibilities

• Lead, coach, and develop a team of Support Engineers, driving accountability and high performance.
• Own service delivery end-to-end; primary escalation point for complex issues and enterprise customers.
• Dive into tickets, debug API issues, join customer calls, and lead incident response with the team.
• Build and enforce incident management, escalation playbooks, and quality review frameworks.
• Define and track team metrics and dashboards to identify trends and drive improvement.
• Partner with Engineering, Product, and Customer Success to advocate for customer needs.

Skills

SQL

REST APIs

Leadership

Team management

Debugging

Startup experience

Enterprise SLAs

Code development

Education

Bachelor's degree in Computer Science or Engineering

Tools

Observability tools

Debugging tools

Job description

Sardine is hiring 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, own incident response, and build scalable processes across global time zones.

You bring hands-on development experience and strong people leadership, with a track record of delivering high‑quality support at scale in startups or fast‑growing environments. This role is remote-first with US-based pay benchmarks.