Customer Support Engineer

Who we are: We are a leader in fraud prevention and AML compliance. Our platform uses device intelligence, behavior biometrics, machine learning, and AI to stop fraud before it happens. Today, over 300 banks, retailers, and fintechs worldwide use Sardine to stop identity fraud, payment fraud, account takeovers, and social engineering scams. We have raised $145M from world-class investors, including Andreessen Horowitz, Activant, Visa, Experian, FIS, and Google Ventures. Our culture: - We have hubs in the Bay Area, NYC, Austin, Toronto, and São Paulo. However, we maintain a remote-first work culture. #WorkFromAnywhere - We hire talented, self-motivated individuals with extreme ownership and high growth orientation. - We value performance and not hours worked. We believe you shouldn't have to miss your family dinner, your kid's school play, friends get-together, or doctor's appointments for the sake of adhering to an arbitrary work schedule. Location: Remote - Brazil To be considered for this position, you must reside in one of the following cities: - São Paulo: São Paulo, Campinas, São José dos Campos - Rio de Janeiro: Rio de Janeiro - Minas Gerais: Belo Horizonte - Paraná: Curitiba - Santa Catarina: Florianópolis Work Timezone -Ideally PST About the role: We’re looking for an experienced Support Engineer to join our team and own the technical and functional customer support experience end-to-end. This role sits at the intersection of technical support, engineering, and customer success. You’ll become a product expert, working closely with customers, third-party providers, and internal engineering teams to troubleshoot, resolve, and prevent issues across Sardine’s API-driven platform. You’ll operate independently with global teammates and will play a critical role in maintaining service quality across time zones. The ideal candidate is technical, self-sufficient, and thrives in a fast-paced environment. What you’ll be doing: - 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. What You’ll Need: - 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 nav