Senior Remote Lead, Support Engineering

Sardine; North (SC); À distance; USD 140 000 - 200 000; Plein temps

Avantages offerts par ce poste

Generous cash and equity compensation

Remote-first culture

Flexible PTO and year-end break

Health, dental, vision coverage

Résumé du poste

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 Support Engineers, resolve complex issues, and build the processes and tooling to operate across global time zones.

You will be a player-coach with strong technical foundation, capable of coding, understanding systems deeply, and leading people with a bias for action. Join a startup-spirited team with scale and impact.

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 strong plus.
• Proficiency with SQL and REST APIs; comfortable using debugging and observability tools.
• Experience in both startup and larger company environments.

Responsabilités

• Lead, coach, and develop a team of Support Engineers, driving accountability and growth.
• Own service delivery end-to-end, as primary escalation point for complex issues and enterprise customers.
• Hands-on with tickets, debugging API issues, customer calls, and incident response with your team.
• Build and enforce operational processes including incident management and escalation playbooks.
• Define and track team metrics and dashboards to drive continuous improvement.
• Partner with Engineering, Product, and Customer Success to advocate for customer needs.

Connaissances

Technical leadership

Support engineering

SQL

REST APIs

Debugging tools

Enterprise SLAs

Formation

Bachelor's degree in CS/Engineering

Outils

Observability tools

Description du poste

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 Support Engineers, resolve complex issues, and build the processes and tooling to operate across global time zones.

You will be a player-coach with strong technical foundation, capable of coding, understanding systems deeply, and leading people with a bias for action. Join a startup-spirited team with scale and impact.