# Support Engineer **Company:** [Sardine](https://zerogtalent.com/frontier-companies/sardine) **Location:** Mexico **Work mode:** Remote **Employment type:** Full Time **Salary:** MXN 826K–1M/yr **Category:** Engineering **Department:** Support Engineering **Listed:** 2026-11-11 [View and apply on Zero G Talent](https://zerogtalent.com/frontier-jobs/sardine/support-engineer-6f2e7d74-5e18-4c5d-acac-0735ccb8e0be) ## What you'll do - Serve as first customer contact via email, chat, and phone - Own, prioritize, and troubleshoot complex technical customer issues - Collaborate with customers and internal teams to resolve issues - Document troubleshooting steps and solutions for knowledge bases - Escalate issues to development with detailed information for resolution ## What you need - 5+ yrs in technical support, support engineering, or software engineering - Advanced English proficiency and fluency in Spanish - Strong understanding of web technologies, APIs, and cloud infrastructure - Proficiency with SQL including joins across multiple tables - Experience with B2B SaaS, fintech, or compliance-related environments ## Job description **Who we are:** 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 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. - We're a remote-first team spread across time zones, so no office to report to - work from wherever helps you do your best work. Just a couple of things to keep in mind: pay is based on where you're located, and you'll need to keep a home base in the country you're hired in. So while we love the "coffee shop today, mountains tomorrow" life, this isn't a passport-optional, work-from-anywhere-on-Earth kind of remote - think flexible _within_ your country, not borderless. **Location:** Remote - Mexico To be considered for this position, you must reside in one of the following cities: Mexico City or Monterrey **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 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. **What You’ll Need:** - Previous experience in a customer-facing and technical role - Advanced English proficiency and fluency in Spanish - 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 (including joins and queries across multiple tables) - Understanding of REST APIs and experience with tools like Postman - Ability to work independently and communicate clearly in high-pressure situations - Experience supporting B2B SaaS products and/or working in fintech or compliance-related environments - Comfort navigating ambiguity and edge cases in a high-volume ticketing environment - Bonus: Prior experience coordinating with third-party vendors and support providers **Benefits we offer:** - Generous compensation in cash and equity - Early exercise for all options, including pre-vested - Work from anywhere: Remote-first Culture - Flexible paid time off and Year-end break - Health insurance, dental, and vision coverage for employees and dependents - _US and Canada specific_ - 4% matching in 401k / RRSP - _US and Canada specific_ - MacBook Pro delivered to your door - One-time stipend to set up a home office — desk, chair, screen, etc. - Monthly meal stipend - Monthly social meet-up stipend - Annual health and wellness stipend - Annual Learning stipend Join a fast-growing company with world-class professionals from around the world. If you are seeking a meaningful career, you found the right place, and we would love to hear from you. _To learn more about how we process your personal information and your rights in regards to your personal information as an applicant and Sardine employee, please visit our_ [_Applicant and Worker Privacy Notice_](https://www.sardine.ai/applicant-and-worker-privacy-notice)_._ ## Other open roles at Sardine - [Sales Engineer](https://zerogtalent.com/frontier-jobs/sardine/sales-engineer-9f34cfd0-7db2-454f-b94a-4468d204eb21) — United States - [Partnerships Manager](https://zerogtalent.com/frontier-jobs/sardine/partnerships-manager-1a848261-5b5b-414b-9771-0dad2d45300c) — London, UK - [Partnerships Manager](https://zerogtalent.com/frontier-jobs/sardine/partnerships-manager-f0b10b18-91a7-4348-bbb9-0c2ef697611f) — Berkeley, California - [Solutions Architect, Integrations - Public Sector (US)](https://zerogtalent.com/frontier-jobs/sardine/solutions-architect-integrations-public-sector-us-ca-b03b9dc7-9655-4eda-b918-7acd3da2ffb0) — North America - [Senior Software Engineer, Backend - KYC](https://zerogtalent.com/frontier-jobs/sardine/senior-software-engineer-backend-c9979045-5ce5-471b-9900-f7244da0cb10) — Canada --- *Source: [Zero G Talent](https://zerogtalent.com), the job board for space, defense, AI, robotics and frontier-tech companies.*