Sardine - Support Engineer
Requirements
• 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 • Bonus: Prior experience coordinating with third-party vendors and support providers • Compensation: Base pay range of $40,000 - $60,000 + Series C equity with tremendous upside potential + Attractive benefits
Responsibilities
• 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.
Benefits
• $40K – $60K • Offers Equity • The compensation offered for this role will depend on various factors, including the candidate's location, qualifications, work history, and interview performance, and may differ from the stated range. • Please note: to ensure that candidates select the most relevant jobs for their skills, we have set up limits to the number of times candidates can apply. • The following limits apply to all roles at Sardine: • Candidates may not apply more than 3 times in any 60 day span for any job. • Candidates may not re-apply to the same role within 90 days. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • Rate your SQL skills on a scale of 1 to 10 (1 being basic, 10 being expert) • Rate your coding skills on a scale of 1 to 10 (1 being basic, 10 being expert): • What is one thing that made you interested in joining the Sardine’s team • Give us a specific technical example in your previous work experience where you faced a significant challenge and outline your steps to resolution • Recruiting Privacy Policy
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