Support Engineering Lead
Core
Lead a team of Support Engineers to resolve complex technical issues on Sardine's API-driven fraud and payments platform, acting as the primary escalation point for enterprise customers.
Role type
Senior Support Engineering Lead (Player-Coach)
Builds
Scalable support operations, incident response playbooks, and AI-driven automation tools for fraud prevention
Domain
Fintech / Financial Crime / Fraud Prevention
Required skills
Technical leadership, API debugging, SQL, observability tools, incident management, process improvement, cross-functional collaboration, hiring and team scaling
Preferred skills
Startup experience, hands-on software development background, AI/automation adoption experience
Technologies
REST APIs, SQL, debugging tools, observability platforms
Responsibilities
Lead and coach a team of Support Engineers; own end-to-end service delivery and act as primary escalation point; debug complex API issues and lead incident response; build operational processes and quality frameworks; define and track team metrics; partner with Engineering and Product to influence platform improvements; champion AI automation adoption; lead hiring and career development
Seniority
Senior, hands-on IC with people leadership
