Support Engineer • Mid-Level

Who you are

You have a strong background in technical support and customer service, ideally with experience in a SaaS environment. You understand the importance of providing exceptional customer experiences and are skilled at troubleshooting complex issues. You are self-motivated and thrive in a remote-first work culture, where you can take ownership of your responsibilities and manage your time effectively. You possess excellent communication skills, allowing you to convey technical information clearly to both technical and non-technical stakeholders. You are adaptable and can work collaboratively with cross-functional teams to ensure customer satisfaction. You are passionate about technology and eager to learn about Sardine's platform and its applications in fraud prevention and AML compliance.

Desirable

Experience with APIs and a basic understanding of software development processes would be beneficial. Familiarity with fraud prevention technologies or AML compliance is a plus, as is any experience in a fast-paced startup environment. You are comfortable using various support tools and platforms to manage customer inquiries and track issues.

What you'll do

As a Support Engineer at Sardine, you will be responsible for owning the technical and functional customer support experience from start to finish. You will become a product expert, working closely with customers to understand their needs and troubleshoot any issues they encounter. You will collaborate with internal engineering teams to resolve technical problems and ensure that customer feedback is communicated effectively. Your role will involve analyzing customer inquiries to identify trends and areas for improvement in the product. You will also assist in creating and maintaining support documentation to help customers navigate the platform more effectively. You will engage with third-party providers to facilitate seamless integrations and support for our customers. Your goal is to ensure that every customer interaction is positive and that issues are resolved promptly and efficiently.

What we offer

At Sardine, we offer a remote-first work culture that allows you to work from anywhere, whether it's from home, a beach, or a café. We value performance over hours worked, giving you the flexibility to manage your schedule while maintaining a healthy work-life balance. You will join a fast-growing company with a team of world-class professionals dedicated to stopping fraud and enhancing customer experiences. We encourage you to apply even if your experience doesn't match every requirement, as we believe in fostering a diverse and inclusive workplace. We provide opportunities for professional growth and development, ensuring that you can advance your career while making a meaningful impact in the fight against fraud.