Support Engineer

United Arab Emirates · Dubai · 5+ years experience · Full-time · Remote · Posted Oct 1, 2026

At a glance

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, where you will become a product expert working closely with customers, third-party providers, and internal engineering teams.

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.
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.

5+ years in a technical support, support engineering, solutions engineering, or software engineering role
Fluent in English
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

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