---
title: 'Customer Support Engineer at Sardine'
canonical: 'https://feeny.ai/job/customer-support-engineer-sardine-brazil-xrtwxd164gmh'
type: 'job'
last_seen: '2026-09-12'
---

# Customer Support Engineer at Sardine

- **Company:** Sardine
- **Location:** Brazil
- **Compensation:** $240k–$350k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-05-27
- **Last confirmed live:** 2026-09-12
- **Apply:** https://jobs.ashbyhq.com/sardine/ddf2be67-bc69-4227-8ca0-306c8710602a/application

**Skills:** SQL, REST API, Postman, Web technologies, Cloud infrastructure, APIs, SDKs

> Sardine is seeking a Senior Support Engineer to own the technical and functional customer support experience end-to-end. The role involves troubleshooting complex API and platform issues, collaborating with engineering teams, and maintaining service quality for global fintech clients.

## 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 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 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

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).

## About Sardine

## Company Overview
- **One-liner**: Sardine provides an agentic risk platform that uses AI to help banks, fintechs, and merchants detect fraud, automate AML compliance, and fight financial crime from a single unified system.
- **Entity Type**: Private (has raised $170 million in funding)
- **Headquarters**: Remote-first; specific headquarters city not publicly disclosed in available sources
- **Founded**: Year not publicly available in the provided sources
- **Founders**: Soups Ranjan (CEO, Co-Founder)

## Core Business
- **Primary Industries**: Fraud prevention, AML compliance, financial crime detection, risk intelligence, cybersecurity
- **Target Customers**: B2B – banks, fintechs, marketplaces, merchants (enterprise and mid-market)
- **Mission or Purpose**: Help teams stop fraud earlier, protect customers better, and move with confidence as the financial system evolves – using AI that is transparent, explainable, and works alongside human judgment.

## Products & Services
- **Fraud Prevention**: Real-time, behavior-based fraud detection using device intelligence, behavioral biometrics, and proprietary signals to catch scams and fraud without adding friction.
- **AML Compliance**: Automated KYC/AML alert reviews, sanctions screening, PEP exposure, adverse media monitoring, and transaction monitoring to detect money laundering and mule activity.
- **Agentic AML Ops & Agentic Fraud Ops**: AI agents that automate data analysis, alert reviews, and investigations, helping risk teams become 10x more effective.
- **Identity Verification (KYC/KYB)**: Global identity verification for consumers and businesses, including synthetic ID detection, deepfake prevention, and business beneficial owner authentication.
- **Case Management**: Unified workspace to review alerts, conduct investigations, and resolve cases with audit-ready outputs.
- **Customer Risk Rating**: Tiers customers by risk level to support CDD and ongoing compliance.
- **Credit Underwriting**: Build, test, and deploy credit models without engineering support.
- **Bank Verification**: Validate bank account ownership and risk levels in real-time.
- **Sonar Consortium Network**: Shared anonymized risk intelligence across fintech, banking, and commerce to expose fraud patterns no single organization can see alone.

## Market Standing
- **Valuation/Market Cap**: Not disclosed in provided sources
- **Key Metric**: Total Funding $170 million (from respected investors, not all named in sources)
- **Notable Investors/Partners**: Not fully disclosed in provided sources; the $170M raise included "some of the world’s most respected investors"
- **Growth Signals**: Headcount of 200+ spanning 20+ countries; enterprise customers; over 1 billion devices profiled; 8 trillion payments screened; remote-first model enabling global talent acquisition

## Competitive Advantages
- **Unified platform** that combines fraud prevention, AML compliance, identity, and transaction monitoring – replacing dozens of disconnected tools.
- **AI that is transparent and explainable**, designed to augment human judgment, not replace it.
- **Agentic approach** automates repetitive risk operations, freeing analysts for higher-value work.
- **Behavior-infused intelligence** (device, behavioral biometrics) catches fraud early that rule-based systems miss.
- **Sonar consortium network** creates a network effect – the more customers, the stronger the risk intelligence.
- **Focus on financial crime** holistically rather than siloed fraud or compliance.

## Strategic Focus
- Continue building the "agentic risk platform" to automate financial crime operations end-to-end.
- Expand consortium intelligence to provide earlier visibility into mule networks and repeat abusers.
- Deepen partnerships with banks, fintechs, and merchants to embed risk intelligence at every stage of the customer journey.
- Maintain a remote-first, global team to attract top talent across 20+ countries.

## Why Work Here
- **Remote-first culture**: Work from anywhere; team spans 20+ countries.
- **Generous compensation**: Competitive cash and equity grants, with early exercise and extended post-separation exercise window (up to 4 years vs. standard 90 days).
- **Benefits**: 100% health, dental, and vision for employees (60% for dependents), 401(k) with 4% match, flexible PTO (uncapped), year-end break, federal holidays.
- **Perks**: Home office setup (MacBook + stipend), monthly DoorDash/gym/education stipends, meals and fitness allowances.
- **Culture**: Fast-paced, collaborative, grounded in respect for deep work. Emphasis on outcomes, not optics. Team includes operators, engineers, and risk experts who have built systems at scale.
- **Engineering culture**: Strong focus on security, machine learning, and building high-stakes systems; transparent AI meant to empower risk teams.

## Sources
1. [sardine.ai/careers](https://www.sardine.ai/careers)
2. [sardine.ai/about](https://www.sardine.ai/about)
3. [sardine.ai/product](https://www.sardine.ai/)
4. [linkedin.com/company/sardineai](https://www.linkedin.com/company/sardineai)
5. [cbinsights.com/company/sardine](https://www.cbinsights.com/company/sardine)

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