Customer Support Engineer

About the role

We’re looking for an experienced Support Engineer to own the technical and functional customer support experience end‑to‑end. This role sits at the intersection of technical support, engineering, and customer success, working with customers, third‑party providers, and internal teams to troubleshoot, resolve, and prevent issues across Sardine’s API‑driven platform.

Key responsibilities

• Be the first point of contact for customers via email, chat, and phone, quickly understanding their needs.
• Own, prioritize, and troubleshoot complex technical issues, providing effective solutions.
• Maintain deep knowledge of Sardine’s risk and payment platform, APIs, SDKs, and underlying web‑stack technologies.
• Create tools and documentation that help both the team and clients become more self‑sufficient.
• Escalate issues to development when necessary, supplying detailed information for rapid resolution.

Required profile

• 5+ years in technical support, support engineering, solutions engineering, or software engineering.
• Strong understanding of web technologies, APIs, and cloud infrastructure.
• Proficiency with SQL (joins, multi‑table queries) and experience using REST APIs and Postman.
• Ability to work independently, communicate clearly under pressure, and support B2B SaaS products.
• Experience in fintech or compliance‑related environments is a plus.

Required skills

• SQL
• REST API
• Postman
• Cloud infrastructure
• Web technologies

What we offer

• Base salary BRL 240K‑350K yearly plus Series C equity.
• Generous cash and equity compensation with early exercise options.
• Remote‑first culture with flexible paid time off and year‑end break.
• Health, dental, and vision insurance for employees and dependents (US/Canada specific).
• 401k/RRSP matching (US/Canada specific), MacBook Pro, home‑office stipend, meal and social meet‑up stipends, annual health, wellness, and learning allowances.