Support Engineer
Own the technical and functional customer support experience end-to-end by troubleshooting API, SDK, SQL, and cloud infrastructure issues, creating documentation and tools, escalating complex bugs, and collaborating with customers and third parties.
Responsibilities
- Serve as the first point of contact for customers via email, chat, and phone.
- Own, prioritize, troubleshoot, and resolve complex technical issues.
- Develop expertise in Sardine’s platform, APIs, SDKs, and web technologies.
- Create and maintain documentation, tools, and support processes.
- Collaborate with customers to understand needs and provide tailored solutions.
- Escalate issues to development teams with detailed information.
- Advocate for customer needs and collaborate on product bugs and improvements.
Requirements
- 5+ years of experience in technical support, support engineering, solutions engineering, or software engineering.
- Strong understanding of web technologies, APIs, and cloud infrastructure.
- Proficiency with SQL, including joins and multi-table queries.
- Understanding of REST APIs and experience with tools such as Postman.
- Ability to work independently and communicate clearly in high-pressure situations.
- Experience supporting B2B SaaS products and/or working in fintech or compliance environments.
- Comfort navigating ambiguity and edge cases in a high-volume ticketing environment.
- Prior experience coordinating with third-party vendors is a bonus.
Benefits
- Generous cash and equity compensation.
- Equity with early exercise for all options, including pre-vested options.
- Flexible paid time off and year-end break.
- Health, dental, and vision insurance for employees and dependents in the US and Canada.
- 4% 401k/RRSP matching in the US and Canada.
- MacBook Pro delivered to your door.
- One-time home office setup stipend.
- Monthly meal and social meet-up stipends.
- Annual health and wellness stipend.
- Annual learning stipend.