Remote opportunity at
SardineSupport Engineer Europe
Sardine operates an agentic risk platform focused on combating financial crime, uniting data for organizations to prevent real-time fraud, stop AI-driven attacks, and automate anti-money laundering…
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About This Role
Sardine operates an agentic risk platform focused on combating financial crime, uniting data for organizations to prevent real-time fraud, stop AI-driven attacks, and automate anti-money laundering operations. The company's fraud consortium covers billions of devices, millions of consumers, and thousands of businesses globally, serving prominent clients like FIS, GoDaddy, Intuit, and Checkout.com. Sardine is hiring a Support Engineer Europe to manage the technical and functional customer support experience from end…
Job Description
Sardine operates an agentic risk platform focused on combating financial crime, uniting data for organizations to prevent real-time fraud, stop AI-driven attacks, and automate anti-money laundering operations. The company's fraud consortium covers billions of devices, millions of consumers, and thousands of businesses globally, serving prominent clients like FIS, GoDaddy, Intuit, and Checkout.com.
Sardine is hiring a Support Engineer Europe to manage the technical and functional customer support experience from end to end. Operating across the UK, Germany, Spain, Ireland, Poland, Netherlands, Lithuania, and Bulgaria, this remote-first role sits between technical support, engineering, and customer success. The professional in this position will act as a product expert, collaborating with internal engineering teams, external providers, and customers to troubleshoot, resolve, and prevent issues on the API-driven platform while maintaining service quality across multiple time zones.
The ideal candidate is self-sufficient, technical, and comfortable thriving in a fast-paced environment with high-volume ticketing and ambiguous edge cases. Candidates must maintain a home base in their hiring country within the specified European locations.
Responsibilities
- Serve as the primary point of contact for customer inquiries across various communication channels such as email, chat, and phone
- Own, prioritize, and troubleshoot complex technical issues to deliver effective solutions
- Maintain deep knowledge of the Sardine risk and payment platform, APIs, SDKs, and underlying web stack technologies
- Create valuable tools, processes, and documentation to help the team and clients achieve greater self-sufficiency
- Analyze and diagnose technical problems reported by clients and provide prompt resolutions
- Escalate issues appropriately to the development team with detailed information
- Advocate for customer requirements and collaborate internally to prioritize product improvements and bug fixes
Requirements
- Fluent in English
- At least 5 years of experience in technical support, support engineering, solutions engineering, or software engineering
- Strong understanding of cloud infrastructure, APIs, and web technologies
- Proficiency with SQL, including joins and queries across multiple tables
- Understanding of REST APIs and tools like Postman
- Ability to work independently and communicate clearly during high-pressure situations
- Experience working in fintech or compliance-related environments, or supporting B2B SaaS products
- Comfort navigating ambiguity and edge cases in a high-volume ticketing environment
Qualifications
- Prior experience coordinating with third-party vendors and support providers
Core Skills
Benefits
- Generous compensation in cash and equity
- Early exercise for all options, including pre-vested shares
- Remote-first work culture with flexibility
- Flexible paid time off and year-end break
- MacBook Pro delivered to your door
- One-time home office setup stipend for items like a desk, chair, and screen
- Monthly meal stipend
- Monthly social meet-up stipend
- Annual health and wellness stipend
- Annual learning stipend
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Where is this role located?
This is a remote position open to candidates based in the UK, Germany, Spain, Ireland, Poland, Netherlands, Lithuania, and Bulgaria, requiring a home base in the hiring country.
What experience is required for this position?
Candidates must have at least 5 years of experience in a support engineering, technical support, solutions engineering, or software engineering role.
What is the salary for the Support Engineer Europe role?
The posting does not specify a salary.
What technical skills are needed?
Applicants need a strong understanding of web technologies, cloud infrastructure, APIs, SQL queries and joins, REST APIs, and tools like Postman.
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