Customer Support Engineer

Sardine is the leading agentic risk platform for fighting financial crime. Our integrated solution unifies data across risk teams to help organizations stop fraud in real time, prevent AI-driven attacks, and automate fraud and AML operations. Sardine’s platform is strengthened by one of the fastest-growing fraud consortiums in the market, spanning more than 6 billion profiled devices, 800 million consumers, and 3 million businesses worldwide. Leading companies including FIS, GoDaddy, Intuit, Edward Jones, ZoomInfo, and Checkout.com rely on Sardine to secure and grow trust in their products. 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 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 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 enhanceme