Sardine

• 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 • Develop and maintain in-depth knowledge of Sardine to effectively troubleshoot and resolve customer issues • Stay updated on product enhancements, new features, and industry best practices • 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 • Advocate for customer needs and collaborate with internal teams to address and prioritize product bugs and product improvements • Contribute to the development of documentation, tools and processes to streamline support

• Be the primary point of contact for our customers, attending to day-to-day and 'big picture' problems and opportunities and helping maximize the customer's ROI in Sardine • Build a thorough understanding of our product, technology, and strategy and be able to message these succinctly to customers. • Translate complex product and technology problems into simple and actionable solutions. Be able to manage the solution process both internally and externally. • Speak knowledgeably and advise on best practices relating to fraud and compliance • Build, monitor, and communicate KPIs to clients. • Provide strategic analysis and critical thinking as we plan long-term expansion. • Work with Sardine's risk analytics teams to proactively solve new fraud typologies and actively communicate findings to customers.

• Maintain and support core IT systems, including Google Workspace and device management (JAMF). • Execute IT onboarding and offboarding processes, including hardware provisioning, computer setups, and access management for a growing global team. • Support tools like VPNs, password managers, and endpoint security; ensure employee devices are patched, compliant, and functioning properly. • Serve as the primary point of contact for daily IT issues, troubleshooting and resolving tickets for teammates via Slack, email, and video. • Maintain accurate hardware and software inventories and assist in administering our collaboration stack (e.g., Slack, GitHub, Asana). • Keep internal systems documentation and knowledge base articles up to date for both the IT team and end-users.

• Maintain and support core IT systems, including Google Workspace and device management (JAMF). • Execute IT onboarding and offboarding processes, including hardware provisioning, computer setups, and access management for a growing global team. • Support tools like VPNs, password managers, and endpoint security; ensure employee devices are patched, compliant, and functioning properly. • Serve as the primary point of contact for daily IT issues, troubleshooting and resolving tickets for teammates via Slack, email, and video. • Maintain accurate hardware and software inventories and assist in administering our collaboration stack (e.g., Slack, GitHub, Asana). • Keep internal systems documentation and knowledge base articles up to date for both the IT team and end-users.

• Cultivate relationships with executives in Business, Technology, Risk, and Compliance, elevating awareness of Sardine's brand and value proposition. • Conduct in-depth discovery sessions to comprehensively understand the challenges, initiatives, existing tech stack, and strategic priorities of potential clients. • Establish credibility, trust, and thought leadership in Digital Transformation, Digital Identity, Compliance, and Fraud domains. • Become an authority on Sardine's product offering, showcasing its composable nature and creatively providing solutions aligned with clients' business and technology challenges. • Manage end-to-end sales processes, collaborating with the Growth team and BDRs for targeted outbound strategies, qualifying sales opportunities, tailoring presentations and demos with the Solutions Engineering team, leading negotiations, and overseeing the contracting process to close deals successfully. • Collaborate cross-functionally within the Sardine team to provide market feedback from prospects and clients.

• Design, create, and maintain robust, efficient, and reliable backend services to meet our platform's evolving needs. • Collaborate closely with business stakeholders to architect and implement new services from inception to delivery. • Contribute to developing new features and capabilities that deliver substantial value to our customers. • Work with various engineering and product teams to synchronize efforts and deliver cutting-edge solutions. • Craft and maintain user-facing technical documentation, enhancing user understanding and facilitating seamless adoption of our services. • Play a pivotal role in shaping our company's engineering culture, ensuring the maintenance of high engineering standards across the organization.

• Cultivate relationships with executives in Business, Technology, Risk, and Compliance, elevating awareness of Sardine's brand and value proposition. • Conduct in-depth discovery sessions to comprehensively understand potential clients' challenges, initiatives, existing tech stack, and strategic priorities. • Establish credibility, trust, and thought leadership in Digital Transformation, Digital Identity, Compliance, and Fraud domains. • Become an authority on Sardine's product offering, showcasing its composable nature and creatively providing solutions aligned with clients' business and technology challenges. • Manage end-to-end sales processes, collaborating with the Growth team and BDRs for targeted outbound strategies, qualifying sales opportunities, tailoring presentations and demos with the Solutions Engineering team, leading negotiations, and overseeing the contracting process to close deals successfully. • Collaborate cross-functionally within the Sardine team to provide market feedback from prospects and clients.

• Own Strategic Relationships • Drive Account Growth • Lead Implementation & Go-Live • Provide Technical & Fraud Advisory • Monitor Fraud & Performance KPIs • Partner with Stakeholders

• Design and implement ETL pipelines capable of processing terabytes of data efficiently. • Develop and optimize APIs to support fast and reliable data retrieval, including both exact and partial matches. • Architect and manage scalable storage solutions (e.g., Bigtable, BigQuery, Elasticsearch, or other NoSQL/SQL systems). • Collaborate with cross-functional teams to turn raw data into actionable products that drive insights and business value. • Work closely with both internal and external stakeholders, including data science, product, and operations teams. • Document processes, architectures, and APIs; mentor junior engineers and foster a culture of technical excellence.

• Lead, and develop a high-performing integration team focused on delivering seamless client onboarding and scalable technical solutions. • Work closely with clients and provide end-to-end support during their onboarding process, setting our clients up for success • Own APIs, SDK documentation, integration guides, and overall support documents • Analyze clients' requirements from the technical and functional perspectives and design solutions by having a deep understanding of our system and products' capabilities • Manage implementation projects, including monitoring project quality, managing timelines, mitigating risk, and driving deliverables • Build a deep understanding of customers' business problems, technical requirements, and success criteria so that you can provide solutions utilizing Sardine's technology • Provide product feedback to internal stakeholders as the eyes and ears on the ground