Support Engineer

Who we are:

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.

Our culture:

- 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.

- We're a remote-first team spread across time zones, so no office to report to - work from wherever helps you do your best work. Just a couple of things to keep in mind: pay is based on where you're located, and you'll need to keep a home base in the country you're hired in. So while we love the "coffee shop today, mountains tomorrow" life, this isn't a passport-optional, work-from-anywhere-on-Earth kind of remote - think flexible within your country, not borderless.

Location: Remote - Mexico

To be considered for this position, you must reside in one of the following cities: Mexico City or Monterrey

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:

- Previous experience in a customer-facing and technical role

- Advanced English proficiency and fluency in Spanish

- 5+ years in a technical su