{"id":1653620,"url":"https://alion.io/job/sardine-support-engineer-2","title":"Support Engineer","company":{"id":5952,"name":"Sardine","domain":"sardine.ai","url":"https://alion.io/company/sardine","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":0.8,"repost_share":0,"time_to_fill_p50_days":65,"computed_at":"2026-10-02T05:45:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":127000,"max":160000,"currency":"USD","period":"year","gross":null,"usd_annual":160000},"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Postman","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"AI Agents","optional":true}],"status":"live","first_seen_at":"2026-10-01T22:37:40Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-02T14:57:15Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"Who we are:\nSardine 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.\nOur culture:\nWe hire talented, self-motivated individuals with extreme ownership and high growth orientation.\n\nWe 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.\n\nWe'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.\n\nLocation:\nRemote - United States\n\nAbout the role:\nWe’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.\nYou’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.\nWhat you’ll be doing:\nBe the first point of contact of customers and quickly and efficiently understand their needs and requests via various channels (email, chat, phone).\n\nOwn, prioritize, and troubleshoot the complex technical issues and provide an excellent solution to the customers\n\nBe a key source of knowledge on the sardine risk and payment platform, APIs, SDKs, the underlying web-stack technologies, and best practices\n\nBe 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\n\nProvide high-quality technical support to customers via various channels\n\nTroubleshoot and resolve issues promptly and effectively\n\nCollaborate with customers to understand their needs and provide tailored solutions\n\nDevelop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues.\n\nStay updated on product enhancements, new features, and industry best practices.\n\nAnalyze and diagnose technical issues reported by customers and provide timely resolutions.\n\nEscalate issues to the development team when necessary, providing detailed information for efficient problem resolution.\n\nDocument troubleshooting steps and solutions for internal and external knowledge bases.\n\nAdvocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements.\n\nContribute to the development of documentation, tools and processes to streamline support.\n\nWhat You’ll Need:\n5+ years in a technical support, support engineering, solutions engineering, or software engineering role\n\nStrong understanding of web technologies, APIs, and cloud infrastructure\n\nProficiency with SQL (joins, queries across multiple tables)\n\nUnderstanding of REST API and use of tools like Postman\n\nAbility to work independently and communicate clearly in high-pressure situations\n\nExperience supporting B2B SaaS products and/or working in fintech or compliance-related environments\n\nComfort navigating ambiguity and edge cases in a high-volume ticketing environment\n\nBonus: Prior experience coordinating with third-party vendors and support providers\n\nBenefits we offer:\nGenerous compensation in cash and equity\n\nEarly exercise for all options, including pre-vested\n\nWork from anywhere: Remote-first Culture\n\nFlexible paid time off and Year-end break\n\nHealth insurance, dental, and vision coverage for employees and dependents - US and Canada specific\n\n4% matching in 401k / RRSP - US and Canada specific\n\nMacBook Pro delivered to your door\n\nOne-time stipend to set up a home office - desk, chair, screen, etc.\n\nMonthly meal stipend\n\nMonthly social meet-up stipend\n\nAnnual health and wellness stipend\n\nAnnual Learning stipend\n\nJoin 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.\nTo 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.","description_format":"text","description_chars":5300,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["401k plan","Apple Macbook","Equity","Health insurance","Home office"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Fraud Detection","RegTech, AML & Compliance"],"lifecycle":[{"event":"open","at":"2026-10-02T00:57:50Z"}],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":65,"reasons":["conf:4","velocity","win:early"],"computed_at":"2026-10-02T05:45:00Z"},"pay":{"stated_usd_annual":160000,"is_top_pay":true},"html_url":"https://alion.io/job/sardine-support-engineer-2","json_url":"https://alion.io/job/sardine-support-engineer-2.json","meta":{"generated_at":"2026-10-03T01:51:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":1864,"day_limit":5000,"remaining_today":3136,"minute_limit":60,"resets_at":"2026-10-04T00:00:00Z"}}}