Support Engineer

Sardine

. Be the first point of contact for customers and understand their needs and requests via email, chat, and phone .

Posted 10/1/2026full-timeRemote • United StatesMid-LevelSenior💰 $127,000 - $160,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in technical support for B2B SaaS products, with a strong understanding of web technologies, APIs, and cloud infrastructure. Proficient in SQL and REST API tools, capable of providing tailored solutions and maintaining high-quality customer interactions.

Highest-signal resume keywords

Technical Support ExperienceSQL ProficiencyREST API UnderstandingB2B SaaS Product SupportWeb Technologies Knowledge

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

SQLREST APIWeb TechnologiesCloud InfrastructureTechnical TroubleshootingDocumentation CreationCustomer Issue ResolutionAPI KnowledgeSDK UnderstandingPostman

Soft Skills

Clear CommunicationProblem-SolvingIndependenceCollaborationAdaptability

Tools & Technologies

PostmanTicketing SystemsKnowledge BasesDocumentation ToolsSupport Tools

Industry Keywords

FintechComplianceB2B SaaSTechnical SupportSupport Engineering

Tech Stack

Tools & technologies

CloudSQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
Prior experience coordinating with third-party vendors and support providers is a bonus

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