S

Support Engineer

sardine • Brazil
Remote
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AI Summary

Sardine is seeking an experienced Support Engineer to own the technical and functional customer support experience end-to-end for its agentic risk platform. The role involves troubleshooting complex API-driven issues, collaborating with customers and internal engineering teams, and developing documentation and tools to improve support processes. Requires 5+ years in technical support or engineering, strong SQL and REST API proficiency, and experience with B2B SaaS or fintech environments.

Key Highlights
Remote-first role based in Brazil with ideal PST timezone overlap
Base salary BRL 240K-350K yearly plus Series C equity and comprehensive benefits
Must reside in specified Brazilian cities: São Paulo, Rio de Janeiro, Belo Horizonte, Curitiba, or Florianópolis
Key Responsibilities
Serve as the first point of contact for customers and efficiently understand their needs via email, chat, and phone
Own, prioritize, and troubleshoot complex technical issues and provide excellent solutions to customers
Be a key source of knowledge on the Sardine risk and payment platform, APIs, SDKs, and underlying web-stack technologies
Create valuable tools and documentation to help the team and clients be more successful and self-sufficient
Troubleshoot and resolve issues promptly and effectively across Sardine's API-driven platform
Collaborate with customers to understand their needs and provide tailored solutions
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 with 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 improvements
Contribute to the development of documentation, tools, and processes to streamline support

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Technical Skills Required
SQL REST API Web Technologies
Benefits & Perks
Base pay range of BRL 240K-350K yearly
Series C equity with upside potential
Early exercise for all options including pre-vested
Flexible paid time off and Year-end break
Health insurance, dental, and vision coverage
4% matching in 401k / RRSP
MacBook Pro delivered to your door
One-time home office stipend
Monthly meal stipend
Monthly social meet-up stipend
Annual health and wellness stipend
Annual Learning stipend

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Nice to Have
Prior experience coordinating with third-party vendors and support providers

Job Description

Sardine is the leading agentic risk platform for fighting financial crime. Our integrated solution unifies data across risk teams to help organizations stop fraud in real time, prevent AI-driven attacks, and automate fraud and AML operations. Sardine’s platform is strengthened by one of the fastest-growing fraud consortiums in the market, spanning more than 6 billion profiled devices, 800 million consumers, and 3 million businesses worldwide. Leading companies including FIS, GoDaddy, Intuit, Edward Jones, ZoomInfo, and Checkout.com rely on Sardine to secure and grow trust in their products.
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Job Overview
Posted Date Sep 29, 2026
Employment Type Full-time
Experience Level Not Applicable
Location Brazil
Category Programming
Company sardine
Mentioned Skills
ai c saas cloud sql postman

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