Support Engineer Europe

Sardine; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Generous compensation

Equity options

Remote-first culture

Flexible time off

US/Canada health insurance

401k matching

MacBook Pro provided

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 its API-driven platform. You will collaborate with customers, third-party providers, and internal engineering to troubleshoot, resolve, and prevent issues across time zones, thriving in a fast-paced, remote-first environment.

The role demands strong technical skills, self-sufficiency, and excellent communication to ensure high service quality.

Qualifications

• Fluent English is required.
• 5+ years in technical support, support engineering, solutions engineering, or software engineering.
• Strong understanding of web technologies, APIs and cloud infrastructure.
• Proficiency with SQL and ability to write complex queries.
• Experience with REST APIs and tools like Postman.
• Ability to work independently and communicate clearly under pressure.
• Experience with B2B SaaS or fintech/compliance environments is a plus.

Responsibilities

• Be the first point of contact for customers via email, chat, and phone.
• Own and troubleshoot complex technical issues and provide solutions.
• Be a knowledge resource on Sardine’s risk and payments platform, APIs, and SDKs.
• Create tools and documentation to improve team efficiency.
• Provide high-quality technical support across multiple channels.
• Escalate issues to development with detailed reproduction steps.
• Document troubleshooting steps for internal and external knowledge bases.

Skills

Fluent English

Technical support

Web technologies

SQL proficiency

REST APIs

Independent work

Fintech/compliance experience

Tools

Postman

Job description

Who we are:

Sardine is the leading agentic risk platform for fighting financial crime. Our integrated solution unifies data across risk teams to help organizations stop fraud in real time, prevent AI-driven attacks, and automate fraud and AML operations. Sardine’s platform is strengthened by one of the fastest-growing fraud consortiums in the market, spanning more than 6 billion profiled devices, 800 million consumers, and 3 million businesses worldwide. Leading companies including FIS, GoDaddy, Intuit, Edward Jones, ZoomInfo, and Checkout.com rely on Sardine to secure and grow trust in their products.

Our culture:

• We hire talented, self-motivated individuals with extreme ownership and high growth orientation.


• We value performance and not hours worked. We believe you shouldn't have to miss your family dinner, your kid's school play, friends get-together, or doctor's appointments for the sake of adhering to an arbitrary work schedule.


• We're a remote-first team spread across time zones, so no office to report to - work from wherever helps you do your best work. Just a couple of things to keep in mind: pay is based on where you're located, and you'll need to keep a home base in the country you're hired in. So while we love the \"coffee shop today, mountains tomorrow\" life, this isn't a passport-optional, work-from-anywhere-on-Earth kind of remote - think flexible within your country, not borderless.

Location:

Remote - UK/Germany/Spain/Ireland/Poland/Netherlands/Lithuania/Bulgaria

About the role:

We’re looking for an experienced Support Engineer to join our team and own the technical and functional customer support experience end-to-end. This role sits at the intersection of technical support, engineering, and customer success. You’ll become a product expert, working closely with customers, third-party providers, and internal engineering teams to troubleshoot, resolve, and prevent issues across Sardine’s API-driven platform.

You’ll operate independently with global teammates and will play a critical role in maintaining service quality across time zones. The ideal candidate is technical, self-sufficient, and thrives in a fast-paced environment.

What you’ll be doing:

• Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).


• Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers.


• Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices.


• Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient.

• Provide high-quality technical support to customers via various channels.


• Troubleshoot and resolve issues promptly and effectively.


• Collaborate with customers to understand their needs and provide tailored solutions.

• Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues.


• Stay updated on product enhancements, new features, and industry best practices.

• Analyze and diagnose technical issues reported by customers and provide timely resolutions.


• Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution.


• Document troubleshooting steps and solutions for internal and external knowledge bases.

• Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.

• Contribute to the development of documentation, tools and processes to streamline support.

What You’ll Need:

• Fluent in English is a must have;


• 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 working in fintech or compliance-related environments


• Comfort navigating ambiguity and edge cases in a high-volume ticketing environment


• Bonus: Prior experience coordinating with third-party vendors and support providers

Benefits we offer:

• Generous compensation in cash and equity


• Early exercise for all options, including pre-vested


• Work from anywhere: Remote-first Culture


• Flexible paid time off and Year-end break


• Health insurance, dental, and vision coverage for employees and dependents - US and Canada specific


• 4% matching in 401k / RRSP - US and Canada specific


• MacBook Pro delivered to your door


• One-time stipend to set up a home office - desk, chair, screen, etc.


• Monthly meal stipend


• Monthly social meet-up stipend


• Annual health and wellness stipend


• Annual Learning stipend

Join a fast-growing company with world-class professionals from around the world. If you are seeking a meaningful career, you found the right place, and we would love to hear from you.

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