Support Engineer

🔥 13 hours ago

🇲🇽 Mexico – Remote

💵 MX$826k - MX$1M / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

👻 Ghost score 14%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 1 day.
• Jobs at this company usually fill in 54 days.

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Sardine

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2020

🔒 Cybersecurity

📋 Compliance

💳 Fintech

Cybersecurity • Compliance • Fintech

Sardine is a cutting-edge platform focused on fraud prevention and compliance. The company offers a behavior-based system for fraud detection, identity verification, and transaction monitoring that helps leading banks, online retailers, and fintechs protect themselves from scams and financial crime. Sardine's technology integrates advanced behavioral biometrics and device intelligence to combat identity fraud, payment fraud, and account takeovers. The platform also streamlines compliance checks such as KYC (Know Your Customer) and AML (Anti-Money Laundering) transaction monitoring. Sardine's comprehensive solution empowers its clients to automate risk decisioning, identify high-risk users early, and manage fraud across the customer journey effectively.

📋 Description

• Serve as the first point of contact for customers via email, chat, and phone • Own, prioritize, troubleshoot, and resolve complex technical issues • Become a key source of knowledge on Sardine’s risk and payment platform, APIs, SDKs, web-stack technologies, and best practices • Create tools and documentation to improve team and client self-sufficiency • Collaborate with customers to understand needs and provide tailored solutions • 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 development teams 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

• Must reside in Mexico City or Monterrey • Previous experience in a customer-facing and technical role • Advanced English proficiency and fluency in Spanish • 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, including joins and queries across multiple tables • Understanding of REST APIs and experience with 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

🏖️ Benefits

• 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

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