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 technical support operations, incident response playbooks, and AI-driven automation tools for global fraud prevention.
Domain
Financial Crime / Fraud Prevention / Payments / API Infrastructure
Deliverable
Production support operations & incident resolution
Required skills
Technical leadership, API debugging, SQL, observability tools, incident management, process improvement, cross-functional partnership, hiring & team scaling
Preferred skills
Prior software development experience, startup environment experience, AI/automation adoption
Technologies
REST APIs, SQL, Observability tools, Pylon AI Assistant
Responsibilities
Lead and coach a team of Support Engineers; own end-to-end service delivery and act as primary escalation point; debug 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
