Sardine

Support Engineer

• Serve as the first point of contact for customers via email, chat, and phone
• Own, prioritize, troubleshoot, and resolve complex technical issues
• Provide high-quality technical support and tailored customer solutions
• Act as a product expert for Sardine’s risk and payment platform, APIs, SDKs, web-stack technologies, and best practices
• Create valuable support tools and documentation
• Stay updated on product enhancements, new features, and industry best practices
• Analyze and diagnose customer-reported technical issues and provide timely resolutions
• Escalate issues to the development team with detailed information when necessary
• Document troubleshooting steps and solutions for internal and external knowledge bases
• Advocate for customer needs and collaborate with internal teams on product bugs and improvements
• Contribute to documentation, tools, and processes that streamline support
• Operate independently with global teammates to maintain service quality across time zones

• Be the first point of contact for customers and understand their needs and requests via email, chat, and phone
• Own, prioritize, and troubleshoot complex technical issues and provide solutions to customers
• Serve as a key source of knowledge on Sardine’s risk and payment platform, APIs, SDKs, web-stack technologies, and best practices
• Create valuable tools and documentation to help the team and clients become more successful and self-sufficient
• Provide high-quality technical support through various channels
• Troubleshoot and resolve issues promptly and effectively
• Collaborate with customers to understand their needs and provide tailored solutions
• Maintain in-depth knowledge of Sardine to troubleshoot and resolve customer issues
• Stay updated on product enhancements, new features, and industry best practices
• Analyze and diagnose customer-reported technical issues and provide timely resolutions
• Escalate issues to the development team with detailed information when necessary
• Document troubleshooting steps and solutions for internal and external knowledge bases
• Advocate for customer needs and collaborate with internal teams on product bugs and improvements
• Contribute to documentation, tools, and processes that streamline support

Head of Department

• Own Integration and Support Engineering, roughly 20 people across three functions
• Build playbooks, onboarding, best practices, and SLAs to scale the organization
• Coach and develop technical leads and help them grow their teams and leadership capabilities
• Provide hands-on technical judgment for scoping and contract structuring
• Partner with Sales and Account Management leadership to drive cross-sell, upsell, and net revenue retention
• Partner with the POC team, including Data Scientists, to drive successful proofs of concept
• Apply deep product fluency to guide scoping, delivery, and people-related challenges
• Unite technical teams under common standards and quality expectations

Global Head of Solutions

Full-stack Engineer

• Design, build, and own user-facing features in React and TypeScript — polished, accessible, performant, and production-ready
• Set the technical direction and quality bar for the frontend
• Mentor engineers and contribute through code review
• Use AI and agentic development tools such as Claude and establish best practices for AI-assisted development
• Build and extend backend services and APIs in Go when needed
• Collaborate with business stakeholders to architect and implement new experiences from inception to delivery
• Contribute to product and technical roadmaps and the broader direction of the engineering team
• Craft and maintain user-facing technical documentation that drives product understanding and adoption
• Shape engineering culture and ensure high standards across the organization

Senior Software Engineer, Frontend

Technical Program Manager

• Own the integration project plan for enterprise engagements, including milestone deliverables, dependencies, and implementation timeline
• Serve as the client's trusted point of contact throughout integrations, communicating proactively and surfacing risks early
• Understand client requirements deeply
• Track client-specific product feature requests from intake through resolution
• Establish RACI and roles/responsibilities for each engagement
• Manage structured communication across Engineering, Product, Integrations, and the client
• Proactively manage client expectations
• Ensure deliverables and artifacts are organized, current, and properly owned
• Build product fluency to act as a thought partner on feature requests
• Report on project health, deliverable slippage, root causes, dependency risk, and capacity planning across concurrent enterprise engagements

People Operations

• Lead and manage Recruiters and People Ops/HR professionals, including team leads
• Set goals, priorities, and capacity plans across Recruitment and People Ops/HR
• Coach, develop, and performance-manage the team
• Own organizational headcount planning
• Establish the team's operating rhythm, including standups, pipeline reviews, OKRs, and hiring sprints
• Build and improve hiring processes, interview loops, scorecards, calibration, and candidate experience
• Partner with the CEO and executive team on leadership hires
• Own full-cycle recruiting for key leadership roles, including sourcing, screening, and closing
• Build scalable sourcing channels and employer branding
• Track and report hiring metrics and adjust strategy
• Oversee employee lifecycle operations, including onboarding, offboarding, HRIS administration, benefits administration, and compliance
• Manage performance review, compensation banding, leveling, and promotion-cycle infrastructure
• Ensure employment-law compliance across applicable jurisdictions
• Oversee vendor relationships and escalation support
• Advise managers and leadership on org design, team structure, performance management, and employee relations
• Coach leaders internally and handle employee-relations issues

Head of Talent and People

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 - United States 

 - From Home / Beach / Mountain / Cafe / Anywhere!

 - We are a remote-first company with a globally distributed team. You can find your productive zone and work from there.

About the role:

We are seeking a deeply experienced and visionary Head of Fraud Product to lead the strategy, development, and execution of Sardine’s core fraud prevention suite. In this role, you will own the end-to-end product lifecycle for our fraud solutions, ensuring we stay multiple steps ahead of bad actors.

You will lead a talented team of product managers and collaborate tightly with engineering, data science, risk operations, and go-to-market teams. The ideal candidate is a seasoned product leader with a relentless passion for risk management, a deep understanding of the payments ecosystem, and a proven track record of building scalable, data-driven enterprise products.




What you'll be doing:

 - Set the Vision & Strategy: Define and execute the roadmap for Sardine’s fraud product portfolio, balancing immediate customer needs with long-term strategic innovation in device intelligence, behavioral biometrics, and machine learning.

 - Cross-Functional Collaboration: Partner directly with Engineering and Data Science leaders to translate complex fraud typologies into highly accurate, low-latency models and product features.

 - Optimize Core Metrics: Drive product improvements that maximize fraud catch rates while minimizing false positives and user friction for our merchants.

 - Market & Threat Intelligence: Stay relentlessly up-to-date on emerging fraud trends, account takeover (ATO) tactics, synthetic identity creation, and competitor capabilities to ensure Sardine maintains its market-leading edge.

 - Go-to-Market Enablement: Work closely with Marketing and Sales to define product positioning, value propositions, and sales enablement materials.
   
   

What you'll need:

 - Experience: 10+ years of product management experience, with at least 5+ years in a leadership role managing other PMs.

 - Domain Expertise: Deep, hands-on experience in payment fraud at a high-growth payment processor, fraud-vendor company or merchant.

 - Industry Background: Prior experience working at a specialized fraud vendor or B2B SaaS startup.

 - Analytical Rigor: Exceptional ability to work with large datasets. You are comfortable defining, tracking, and optimizing complex risk metrics (e.g., recall, precision, approval rates).

 - Execution Focus: A bias for action and a proven track record of taking zero-to-one products to market and scaling them to enterprise readiness.

 - Communication Skills: Excellent written and verbal communication skills, with the ability to articulate complex technical and risk concepts to both highly technical and non-technical stakeholders (including C-suite clients).



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.



To learn more about how we process your personal information and your rights in regards to your personal information as an applicant and Sardine employee, please visit our Applicant and Worker Privacy Notice https://www.sardine.ai/applicant-and-worker-privacy-notice.