Support Engineer

Sardine

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

Posted 10/2/2026full-timeRemote • United Arab EmiratesMid-LevelSenior💰 AED 320,000 - AED 440,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing high-quality technical support for B2B SaaS products, with a strong understanding of web technologies, APIs, and cloud infrastructure. Proficient in SQL and REST API, capable of troubleshooting complex technical issues while advocating for customer needs.

Highest-signal resume keywords

Technical Support ExperienceSQL ProficiencyREST API UnderstandingB2B SaaS Product SupportWeb Technologies Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSQLREST APIWeb TechnologiesTroubleshootingDocumentationCustomer SolutionsProduct ExpertiseCloud InfrastructureSupport Engineering

Soft Skills

Clear CommunicationIndependent WorkProblem-SolvingCollaborationAdaptability

Tools & Technologies

PostmanTicketing SystemsSupport ToolsKnowledge BasesAPIsSDKs

Industry Keywords

FintechComplianceB2BTechnical IssuesCustomer Advocacy

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
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

Requirements

What you’ll need

5+ years in a technical support, support engineering, solutions engineering, or software engineering role
Fluent in English
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

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