Support Engineering Lead

Who you are

• 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
• 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

What the job involves

• 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
• 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 equity compensation
• Work from anywhere: Remote-first Culture
• Unlimited paid time off and minimum 2 weeks/year of mandatory vacation
• 100% of health insurance, dental, and vision coverage for employees and 50% for dependents
• 4% matching in 401k
• Company-wide offsites, the last one was at Miami
• MacBook Pro delivered to your door
• One-time stipend to set up a home office — desk, monitors, etc
• Monthly meal stipend
• Annual fitness allowance
• Unlimited access to an expert financial advisory