Support Engineering Lead

Sardine•,

9d•$105,000 - $160,000•Remote

About The Position

We're looking for a Support Engineering Lead to own and scale the technical support experience at Sardine. This role sits at the intersection of deep technical ownership, people leadership, and operational excellence. You'll lead a team of Support Engineers who resolve complex issues across Sardine's API-driven fraud and payments platform, while building the processes, tooling, and culture that enable the team to operate at a high level across global time zones. You'll be a player-coach with a strong technical foundation, someone who has written code before, understands systems at depth, and isn't afraid to get into the weeds of a hard problem. You know how to lead people, but your instinct is always to understand the technical reality first. You've worked in startups and know what it means to move fast, own outcomes, and build things that didn't exist before. The ideal candidate brings the structure and experience of a larger company with the scrappiness and bias for action of a startup operator.

Requirements

7+ years in technical support, support engineering, software engineering, or a related technical role, ideally with a background that includes hands-on development or engineering experience
3+ years managing technical support teams, including performance management and coaching
Hands-on technical background, prior software development experience is a strong plus
Proficiency with SQL and REST APIs; comfortable using debugging and observability tools
Experience in both startup and larger company environments
Experience running high-volume support operations with enterprise SLAs and on-call responsibilities
Able to go deep technically and lead people effectively, both matter in this role
Track record of building or improving processes around incident response, escalations, and service quality
Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience

Responsibilities

Lead, coach, and develop a team of Support Engineers, driving accountability, continuous growth, and a high-performance culture
Own service delivery end-to-end, acting as the primary escalation point for complex technical issues and enterprise customer situations
Get hands-on when it counts, diving into tickets, debugging API issues, joining customer calls, and leading incident response alongside your team
Build and enforce operational processes including incident management, escalation playbooks, and internal quality review frameworks
Define and track team metrics and dashboards, using data to identify trends, surface systemic issues, and drive continuous improvement
Partner with Engineering, Product, and Customer Success to advocate for customer needs and influence platform improvements
Champion AI and automation adoption, including Pylon's AI Assistant, to improve team productivity and service quality
Lead hiring, onboarding, and career development to scale the support organization as Sardine grows
Represent the support function in cross-functional forums and contribute to strategic decisions with customer insights and operational data

Benefits

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