Support Engineer

Sardine

. Serve as the first point of contact for customers via email, chat, and phone .

Posted 11/11/2026full-timeRemote • MexicoMid-LevelSenior💰 MX$826,000 - MX$1,000,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and customer service, with a strong understanding of web technologies, APIs, and cloud infrastructure. Proficient in SQL and experienced in B2B SaaS environments, with advanced English and Spanish communication skills.

Highest-signal resume keywords

Technical Support ExperienceSQL ProficiencyUnderstanding of REST APIsB2B SaaS SupportAdvanced English and Spanish Proficiency

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSQLWeb TechnologiesAPIsCloud InfrastructureTroubleshootingDocumentationCustomer AdvocacyProblem AnalysisSolutions Engineering

Soft Skills

Clear CommunicationIndependent WorkCollaborationAdaptabilityCustomer-Facing Skills

Tools & Technologies

PostmanTicketing SystemsKnowledge BasesSDKsRisk and Payment Platforms

Industry Keywords

FintechComplianceB2B SaaSTechnical RoleCustomer Support

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

Serve as the first point of contact for customers via email, chat, and phone
Own, prioritize, troubleshoot, and resolve complex technical issues
Become a key source of knowledge on Sardine’s risk and payment platform, APIs, SDKs, web-stack technologies, and best practices
Create tools and documentation to improve team and client self-sufficiency
Collaborate with customers to understand needs and provide tailored solutions
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 development teams 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

Requirements

What you’ll need

Must reside in Mexico City or Monterrey
Previous experience in a customer-facing and technical role
Advanced English proficiency and fluency in Spanish
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, including joins and queries across multiple tables
Understanding of REST APIs and experience with 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

Benefits

Comp & perks

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