Sardine - Support Engineer

• Be the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone). • Own, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers • Be a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices • Be innovative and forward-thinking with time to create valuable tools and documentation that will help our team and clients be more successful and self-sufficient • Provide high-quality technical support to customers via various channels • Troubleshoot and resolve issues promptly and effectively • Collaborate with customers to understand their needs and provide tailored solutions • Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues. • Stay updated on product enhancements, new features, and industry best practices. • Analyze and diagnose technical issues reported by customers and provide timely resolutions. • Escalate issues to the development team when necessary, providing detailed information for efficient problem resolution. • Document troubleshooting steps and solutions for internal and external knowledge bases. • Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements. • Contribute to the development of documentation, tools and processes to streamline support.