Support Engineering Lead

🔥 13 hours ago

🏄 California – Remote

🏄 California – Remote

💵 $105k - $160k / year

⏰ Full Time

🟠 Senior

📞 Support Engineer

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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

• 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

🎯 Requirements

• 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.

🏖️ 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