Customer Support Engineer

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 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:

- 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

- 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

Compensation: Base pay range of BRL 240K- 350K yearly + Series C equity with tremendous upside potential + Attractive benefits