Customer Support Engineer

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 have hubs in the Bay Area, NYC, Austin, Toronto, and São Paulo. However, we maintain a remote-first work culture. #WorkFromAnywhere

• 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.

Location: Remote - Brazil

To be considered for this position, you must reside in one of the following cities:

• São Paulo: São Paulo, Campinas, São José dos Campos

• Rio de Janeiro: Rio de Janeiro

• Minas Gerais: Belo Horizonte

• Paraná: Curitiba

• Santa Catarina: Florianópolis

Work Timezone -Ideally PST

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:

• 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

Compensation: Base pay range of BRL 240K- 350K yearly + Series C equity with tremendous upside potential + Attractive benefits

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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