Customer Support Engineer

Sardine
São Paulo, Rio de Janeiro, Belo Horizonte, Curitiba, Florianópolis, Campinas
Workplace: RemoteFull timeBRL 240,000 - 350,000 annuallyFunction: Product ManagementExperience: 5+ yearsSkills: ["Communication","Problem-solving","Customer service","Collaboration","Time management"]

Support Engineer at Sardine, remote-first with Brazil residency requirements, will own the technical and functional customer support experience end-to-end for Sardine’s API-driven platform. You’ll troubleshoot complex issues, act as a product expert, create tools and documentation, and collaborate with customers, third-party providers, and internal engineering teams to maintain high service quality across time zones.

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FursaFursa
Sardine
Sardine
4 months ago

Customer Support Engineer

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Support Engineer at Sardine, remote-first with Brazil residency requirements, will own the technical and functional customer support experience end-to-end for Sardine’s API-driven platform. You’ll troubleshoot complex issues, act as a product expert, create tools and documentation, and collaborate with customers, third-party providers, and internal engineering teams to maintain high service quality across time zones.
Location: São Paulo, Rio de Janeiro, Belo Horizonte, Curitiba, Florianópolis, Campinas
Workplace: Remote
Employment Type: Full time
Job Function: Product Management

Key Responsibilities

  • •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

Pay and Benefits

Salary: BRL 240,000 - 350,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision401kRemote WorkMeal StipendLearning StipendWellness Stipend

Key Requirements

  • •5+ years in a technical support, support engineering, solutions engineering, or software engineering role
  • •Strong 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
  • •Experience supporting B2B SaaS products and/or working in fintech or compliance-related environments
Experience:5+ yearsFintechSaaSFraud preventionCompliance
Skills:CommunicationProblem-solvingCustomer serviceCollaborationTime management
Tech Stack:SQLREST APIPostmanAPIsCloud infrastructure

Company Brief

Sardine
Provides fraud prevention and account security solutions using machine learning to detect and block account takeover, payment fraud, and malicious actors for digital platforms and marketplaces.
Industry: Cybersecurity
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