Senior FinTech Support Engineer (Remote)

Sardine; United States; Remote; USD 46,000 - 68,000; Full time

Benefits offered by this job

Remote-first culture

Flexible paid time off

Health insurance

401k matching

MacBook Pro

Home-office stipend

Meal stipend

Learning stipend

Job summary

Sardine is seeking an experienced Support Engineer to own the end-to-end customer support experience for our API-driven platform. You will work with customers, third-party providers, and engineering teams to troubleshoot, resolve, and prevent issues across Sardine's tech stack.

You’ll thrive in a fast-paced, remote-first environment, collaborate across time zones, and contribute to documentation and tools that empower customers and teammates to be self-sufficient.

Qualifications

• 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 fintech/compliance environments.
• Comfort navigating ambiguity and edge cases in a high-volume ticketing environment.

Responsibilities

• Be the first point of contact for customers via email, chat, and phone.
• Own, prioritize, and troubleshoot complex technical issues and provide solutions.
• Be a source of knowledge on Sardine's risk and payment platform, APIs, SDKs, and web-stack.
• Create valuable tools and documentation to help the team and clients be more self-sufficient.
• Provide high-quality technical support across channels and troubleshoot promptly.
• Collaborate with customers to understand needs and provide tailored solutions.
• Develop and maintain in-depth knowledge of Sardine to troubleshoot effectively.
• Stay updated on product enhancements and industry best practices.
• Escalate issues with detailed information for efficient resolution.
• Document troubleshooting steps for knowledge bases and advocate for customer needs.

Skills

Technical support

APIs

SQL

REST API

Postman

Cloud infra

B2B SaaS

Fintech experience

Tools

Postman

Job description

Sardine is seeking an experienced Support Engineer to own the end-to-end customer support experience for our API-driven platform. You will work with customers, third-party providers, and engineering teams to troubleshoot, resolve, and prevent issues across Sardine's tech stack.

You’ll thrive in a fast-paced, remote-first environment, collaborate across time zones, and contribute to documentation and tools that empower customers and teammates to be self-sufficient.