Sardine

20 hours ago

Support Engineering Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Lead and coach a team of Support Engineers to scale the technical support experience across Sardine’s API-driven fraud and payments platform. Own end-to-end service delivery as the primary escalation point for complex technical issues and enterprise customer situations, and run incident response. Build operational processes (escalation playbooks, quality reviews), define metrics and dashboards, and partner with Engineering, Product, and Customer Success to drive platform improvements, including AI/automation adoption.

Location: United States, Canada

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Support Engineers to drive accountability, continuous growth, and a high-performance culture.
•Own service delivery end-to-end and act as the primary escalation point for complex technical issues and enterprise customer situations.
•Handle hands-on technical work, including debugging API issues, joining customer calls, and leading incident response.
•Build and enforce operational processes, including incident management, escalation playbooks, and internal quality review frameworks.
•Define and track team metrics and dashboards, partner cross-functionally, and champion AI/automation adoption to improve productivity and service quality.

Pay and Benefits

Salary: USD 105,000 - 160,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kRemote WorkPaid LeaveMeal StipendLearning BudgetHome Office

Key Requirements

•7+ years in technical support, support engineering, software engineering, or related technical roles with hands-on development or engineering experience.
•3+ years managing technical support teams, including performance management and coaching.
•Proficiency with SQL and REST APIs, plus comfort using debugging and observability tools.
•Experience running high-volume support operations with enterprise SLAs and on-call responsibilities.
•Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Experience:FraudAMLPayments

Education:Bachelor's

Skills:LeadershipAccountabilityProblem-solvingOperational excellence

Tech Stack:SQLREST APIsPylon's AI Assistant

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

Website

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Sardine

20 hours ago

Support Engineering Lead

✓ Verified Job

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

Source: Company careers pageValidated by: Fursa AI

Last checked: 7 hours agoStatus: Live

Job Summary

Location: United States, Canada

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Manager level

Key Responsibilities

•Lead, coach, and develop a team of Support Engineers to drive accountability, continuous growth, and a high-performance culture.
•Own service delivery end-to-end and act as the primary escalation point for complex technical issues and enterprise customer situations.
•Handle hands-on technical work, including debugging API issues, joining customer calls, and leading incident response.
•Build and enforce operational processes, including incident management, escalation playbooks, and internal quality review frameworks.
•Define and track team metrics and dashboards, partner cross-functionally, and champion AI/automation adoption to improve productivity and service quality.

Pay and Benefits

Salary: USD 105,000 - 160,000 annually

Equity and Bonus:Equity

Perks:Health InsuranceDentalVision401kRemote WorkPaid LeaveMeal StipendLearning BudgetHome Office

Key Requirements

•7+ years in technical support, support engineering, software engineering, or related technical roles with hands-on development or engineering experience.
•3+ years managing technical support teams, including performance management and coaching.
•Proficiency with SQL and REST APIs, plus comfort using debugging and observability tools.
•Experience running high-volume support operations with enterprise SLAs and on-call responsibilities.
•Bachelor’s degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Experience:FraudAMLPayments

Education:Bachelor's

Skills:LeadershipAccountabilityProblem-solvingOperational excellence

Tech Stack:SQLREST APIsPylon's AI Assistant

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

Website