Support Engineer, Sardine
CA$100-135k
+ Equity
More information about location
Fraud prevention & compliance infrastructure
Be an early applicant
Fraud prevention & compliance infrastructure
201-500 employees
Be an early applicant
CA$100-135k
+ Equity
More information about location
201-500 employees
Company mission
To remove the friction and risks associated with high velocity money movement, from banks and cards through to digital wallets and crypto.
Role
Who you are
- 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
What the job involves
- 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
- 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
Our take
Identity and payment fraud is one of the biggest dangers facing online businesses. Sardine is setting out to solve this problem by building the first zero-day fraud prevention technology.
Sardine's technology traces intrinsic behaviour patterns to identify so-called "bad actors" online, and detects fraudsters using machine-learned fraud scores and user behavior biometrics.
The company calls itself the world's first FaaS (Fraud Detection as a Service), and its solutions are already drawing business from next-gen crypto and financial service institutions. Onboarding these institutions and scaling its customer base at pace will ensure that Sardine maintains its frontrunner position.
Freddie
Company Specialist at Welcome to the Jungle
Insights
21% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Feb 2025
$70m
SERIES C
Sep 2022
$51.5m
SERIES B
Total funding: $145.6m
Company benefits
- Generous equity compensation
- Work from anywhere: Remote-first Culture
- Unlimited paid time off and minimum 2 weeks/year of mandatory vacation
- 100% of health insurance, dental, and vision coverage for employees and 50% for dependents
- 4% matching in 401k
- Company-wide offsites, the last one was at Miami
- MacBook Pro delivered to your door
- One-time stipend to set up a home office — desk, monitors, etc
- Monthly meal stipend
- Annual fitness allowance
- Unlimited access to an expert financial advisory
Company HQ
SoMa, San Francisco, CA
Leadership
Soups Ranjan
(Co-Founder & CEO)Previously worked as Director of Data Science & Risk at Coinbase, and was Head of Crypto at Revolut.
Zahid Shaikh
(Co-Founder)Previously worked as a Senior Product Manager at both PayPal and Uber, and was Senior Product Owner at Revolut.
Share this job
View 22 more jobs at Sardine