Support Engineering Lead
Sardine · Remote · North America ·
COMPENSATION
$105k – $160k
Listed on the employer's job board (Ashby)
- Support Engineering Lead
- Fully remote (US)
- 7+ years experience
- SQL + REST APIs
- People management
You will lead a team of Support Engineers responsible for resolving complex issues on Sardine's API-driven platform. This player-coach position requires deep technical understanding and people leadership skills to scale support operations globally.
The role focuses on building processes, tooling, and a high-performance culture. You will act as the primary escalation point for enterprise customers while partnering with Engineering and Product teams to drive platform improvements.
What you'll do
- Lead, coach, and develop a team of Support Engineers
- Act as primary escalation point for complex technical issues
- Debug API issues and join customer calls when needed
- Build operational processes for incident management and quality
- Define team metrics and dashboards to track performance
- Partner with Engineering and Product to advocate for customers
- Champion AI and automation tools to improve productivity
- Manage hiring, onboarding, and career development
What you'll need
- 7+ years in technical support or software engineering roles
- 3+ years managing technical support teams
- Proficiency with SQL and REST APIs
- Experience with debugging and observability tools
- Background in both startup and larger company environments
- Experience running high-volume support with enterprise SLAs
- Bachelor's degree in Computer Science or equivalent experience
Nice to have
- Prior hands-on software development experience
- Experience with AI assistant tools like Pylon
Stack
- SQL
- REST APIs
- Pylon
How you'll work
- Remote-first within the United States
- West Coast time zone preferred
- Must maintain home base in hired country
- Flexible schedule focused on performance
What you get
- Generous cash and equity compensation
- Early exercise for all stock options
- Health, dental, and vision insurance
- 4% matching in 401k or RRSP
- MacBook Pro provided
- One-time home office setup stipend
- Monthly meal and social meet-up stipends
- Annual health and learning stipends
- Flexible paid time off