Support Engineering Lead

🕒 Julho 22

🏄 California – Remoto

🏄 California – Remote

💵 $105.000 - $160.000 / ano

⏰ Tempo Integral

🟠 Sênior

📞 Engenheiro de Suporte

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Sardine

SiteLinkedInTodas as Vagas

51 - 200 funcionários

Fundada em 2020

🔒 Cibersegurança

📋 Conformidade

💳 Fintech

Cybersecurity • Compliance • Fintech

Sardine é uma plataforma de ponta focada em prevenção à fraude e compliance. A empresa oferece um sistema baseado em comportamento para detecção de fraudes, verificação de identidade e monitoramento de transações, ajudando grandes bancos, varejistas online e fintechs a se protegerem contra golpes e crimes financeiros. A tecnologia da Sardine integra biometria comportamental avançada e inteligência de dispositivos para combater fraude de identidade, fraude em pagamentos e sequestro de conta (Account Takeover — ATO). A plataforma também agiliza verificações de compliance, como KYC (Know Your Customer) e monitoramento de transações AML (Anti-Money Laundering). A solução abrangente da Sardine capacita seus clientes a automatizar decisões de risco, identificar precocemente usuários de alto risco e gerenciar fraudes de forma eficaz em toda a jornada do cliente.

Descrição

• Lead, coach, and develop a team of Support Engineers, driving accountability, continuous growth, and a high-performance culture • Own service delivery end-to-end, acting as the primary escalation point for complex technical issues and enterprise customer situations • Get hands-on when it counts, diving into tickets, debugging API issues, joining customer calls, and leading incident response alongside your team • Build and enforce operational processes including incident management, escalation playbooks, and internal quality review frameworks • Define and track team metrics and dashboards, using data to identify trends, surface systemic issues, and drive continuous improvement • Partner with Engineering, Product, and Customer Success to advocate for customer needs and influence platform improvements • Champion AI and automation adoption, including Pylon's AI Assistant, to improve team productivity and service quality • Lead hiring, onboarding, and career development to scale the support organization as Sardine grows • Represent the support function in cross-functional forums and contribute to strategic decisions with customer insights and operational data

🎯 Requisitos

• 7+ years in technical support, support engineering, software engineering, or a related technical role, ideally with a background that includes hands-on development or engineering experience • 3+ years managing technical support teams, including performance management and coaching • Hands-on technical background, prior software development experience is a strong plus • Proficiency with SQL and REST APIs; comfortable using debugging and observability tools • Experience in both startup and larger company environments • Experience running high-volume support operations with enterprise SLAs and on-call responsibilities • Able to go deep technically and lead people effectively, both matter in this role • Track record of building or improving processes around incident response, escalations, and service quality • Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

🏖️ Benefícios

• 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