Support Engineering Lead, Sardine

$105-160k

For Canadian based applicants the range is CA$135K – CA$200K. + Equity for all

SQL

REST API

Senior and Expert level

Remote from Canada, US

More information about location

Fraud prevention & compliance infrastructure

Open for applications

Fraud prevention & compliance infrastructure

201-500 employees

FintechB2BComplianceMachine LearningSaaSAPICyber SecurityFraud

Open for applications

$105-160k

For Canadian based applicants the range is CA$135K – CA$200K. + Equity for all

SQL

REST API

Senior and Expert level

Remote from Canada, US

More information about location

201-500 employees

FintechB2BComplianceMachine LearningSaaSAPICyber SecurityFraud

Company mission

To remove the friction and risks associated with high velocity money movement, from banks and cards through to digital wallets and crypto.

Job

Company

Role

Who you are

You'll be a player-coach with a strong technical foundation, someone who has written code before, understands systems at depth, and isn't afraid to get into the weeds of a hard problem
You know how to lead people, but your instinct is always to understand the technical reality first
You've worked in startups and know what it means to move fast, own outcomes, and build things that didn't exist before
The ideal candidate brings the structure and experience of a larger company with the scrappiness and bias for action of a startup operator
7+ years in technical support, support engineering, software engineering, or a related technical role, ideally with a background that includes hands-on development or engineering experience
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
Experience running high-volume support operations with enterprise SLAs and on-call responsibilities
Able to go deep technically and lead people effectively, both matter in this role
Track record of building or improving processes around incident response, escalations, and service quality
Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience

What the job involves

We're looking for a Support Engineering Lead to own and scale the technical support experience at Sardine
This role sits at the intersection of deep technical ownership, people leadership, and operational excellence
You'll lead a team of Support Engineers who resolve complex issues across Sardine's API-driven fraud and payments platform, while building the processes, tooling, and culture that enable the team to operate at a high level across global time zones
Lead, coach, and develop a team of Support Engineers, driving accountability, continuous growth, and a high-performance culture
Own service delivery end-to-end, acting as the primary escalation point for complex technical issues and enterprise customer situations
Get hands-on when it counts, diving into tickets, debugging API issues, joining customer calls, and leading incident response alongside your team
Build and enforce operational processes including incident management, escalation playbooks, and internal quality review frameworks
Define and track team metrics and dashboards, using data to identify trends, surface systemic issues, and drive continuous improvement
Partner with Engineering, Product, and Customer Success to advocate for customer needs and influence platform improvements
Champion AI and automation adoption, including Pylon's AI Assistant, to improve team productivity and service quality
Lead hiring, onboarding, and career development to scale the support organization as Sardine grows
Represent the support function in cross-functional forums and contribute to strategic decisions with customer insights and operational data

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

Top investors

21% employee growth in 12 months

Glassdoor (4.5)

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.

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