Support Engineering Lead

About the role

Sardine is looking for a Support Engineering Lead to own and scale the technical support experience for its API‑driven fraud and payments platform. The role blends deep technical ownership with people leadership, requiring you to guide a distributed team while handling complex escalations and driving operational excellence.

Key responsibilities

• Lead, coach, and develop a team of Support Engineers, fostering accountability and a high‑performance culture.
• Act as the primary escalation point for complex technical issues and enterprise customer situations.
• Participate hands‑on in ticket resolution, API debugging, customer calls, and incident response.
• Build and enforce operational processes such as incident management, escalation playbooks, and quality review frameworks.
• Define and track team metrics, using data to identify trends and drive continuous improvement.
• Partner with Engineering, Product, and Customer Success to advocate for customer needs and influence platform enhancements.
• Champion AI and automation tools, including Pylon’s AI Assistant, to boost productivity.
• Lead hiring, onboarding, and career development as the support organization scales.

Required profile

• 7+ years in technical support, support engineering, software engineering, or a related technical role.
• 3+ years managing technical support teams with performance management and coaching responsibilities.
• Hands‑on development experience or strong software engineering background.
• Experience in both startup and larger‑company environments.
• Proven ability to run high‑volume support operations with enterprise SLAs and on‑call duties.
• Bachelor’s degree in Computer Science, Engineering, or equivalent practical experience.

Required skills

• SQL
• REST APIs
• Debugging tools
• Observability tools
• Software development (coding)

What we offer

• Generous cash and equity compensation with early‑exercise options.
• Remote‑first culture with flexible paid time off and year‑end break.
• Health, dental, and vision coverage for employees and dependents (US & Canada).
• 401k/RRSP matching (4%).
• MacBook Pro, home‑office stipend, monthly meal and social meet‑up stipends.
• Annual health, wellness, and learning stipends.
• Opportunity to work with world‑class professionals in a fast‑growing fintech.