Support Engineer

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 for customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).
• Own, prioritize, and troubleshoot 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.