Support Engineering Lead

About the role

Sardine is seeking a Support Engineering Lead to take charge of and expand the technical support experience. This position combines deep technical expertise, team leadership, and operational excellence. You will guide a team of Support Engineers in resolving complex issues across Sardine's API-driven platform.

Key facts

What you'll do

• Guide and develop a team of Support Engineers, promoting accountability and continuous improvement.
• Oversee service delivery from start to finish, serving as the main point of contact for difficult technical problems and enterprise client situations.
• Engage directly with tickets, debug API issues, participate in customer calls, and manage incident response with your team.
• Establish and enforce operational procedures, including incident management and escalation plans.
• Define and monitor team performance metrics and dashboards to identify trends and drive improvements.
• Collaborate with Engineering, Product, and Customer Success to advocate for customer needs and influence platform enhancements.
• Champion the use of AI and automation, including Pylon's AI Assistant, to boost team productivity and service quality.
• Lead hiring, onboarding, and career growth to scale the support organization as Sardine expands.
• Represent the support function in cross-functional discussions and contribute to strategic decisions with customer insights.

Requirements

• 7+ years in technical support, support engineering, software engineering, or a related technical field, with a preference for hands-on development or engineering experience.
• 3+ years managing technical support teams, including performance management and coaching.
• Practical technical background; previous software development experience is a significant advantage.
• Proficient 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 duties.
• Ability to delve deep technically and lead people effectively.
• Proven history of creating or improving processes for incident response, escalations, and service quality.
• Bachelor's degree in Computer Science, Engineering, or a related technical field, or equivalent practical experience.

Practical notes

Sardine offers a remote-first culture with flexible paid time off and a year-end break. Benefits include health, dental, and vision coverage for employees and dependents (US and Canada), 4% matching in 401k/RRSP (US and Canada), a MacBook Pro, a one-time home office stipend, and monthly stipends for meals, social meet-ups, health and wellness, and learning.