Sardine
fraud prevention and AML compliance
SupportEngineer
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“Support Engineer at Sardine. Skills: technical support, customer support, APIs. Own the technical and functional customer support experience. Become a product expert”
What You'll Achieve.
maintain service quality; help our team and clients be more successful and self-sufficient; resolve customer issues; streamline support
Industry & Context.
troubleshoot; resolve issues; diagnose technical issues; provide resolutions; navigate ambiguity; navigate edge cases
reside in one of the following cities: São Paulo, Campinas, São José dos Campos, Rio de Janeiro, Belo Horizonte, Curitiba, Florianópolis, Work Timezone -Ideally PST
What They're Looking For.
Must Have
5+ years in a technical support, support engineering, solutions engineering, or software engineering role, 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 navigating ambiguity and edge cases in a high-volume ticketing environment
Nice to Have
Prior experience coordinating with third-party vendors and support providers
What You'll Do.
Own the technical and functional customer support experience
Become a product expert
Operate independently with global teammates
Maintain service quality across time zones
Be the first point of contact of customers
Understand customer needs and requests
and troubleshoot complex technical issues
Provide an excellent solution to the customers
Be a key source of knowledge
Create valuable tools and documentation
Provide high-quality technical support
Troubleshoot and resolve issues promptly
Collaborate with customers to understand needs
Provide tailored solutions
Develop and maintain in-depth knowledge
Stay updated on product enhancements
Analyze and diagnose technical issues
Provide timely resolutions
Escalate issues to the development team
Document troubleshooting steps and solutions
Advocate for customer needs
Address and prioritize product bugs
Prioritize product improvements
Contribute to the development of documentation
Contribute to the development of tools
Contribute to the development of processes
How You'll Work.
Team & Collaboration
working closely with customers; working with third-party providers; working with internal engineering teams; Collaborate with customers; Advocate for customer needs; collaborate with internal teams
Communication Scope
communicate clearly in high-pressure situations
Full Job Description
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 custome
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