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Scratch Financial
Technical Support EngineerScratch Financial • Remote, California, United States
Technical Support Engineer

Technical Support Engineer

Scratch Financial • Remote, California, United States
2 days ago
Job type
  • Full-time
  • Remote
Job description

Job Description:

  • Own Tier 2/Tier 3 escalations for payment processing failures, API integration issues, and SaaS platform bugs — from triage through resolution.
  • Troubleshoot complex technical issues across payment rails, third-party integrations, and internal systems including PostgreSQL, Firebase, and JetAdmin.
  • Partner with Product and Engineering to surface, document, and drive resolution of systemic issues.
  • Serve as a technical resource and escalation point for frontline support agents, without direct management responsibility.
  • Maintain clear, thorough documentation of issue patterns, root causes, and resolutions to accelerate future troubleshooting.
  • Design, build, and maintain AI agents and automated workflows that improve support team efficiency and reduce manual ticket volume.
  • Identify high-friction support processes and prototype tooling solutions — from AI-assisted triage to automated resolution flows.
  • Collaborate with internal stakeholders to define requirements, test solutions, and iterate based on real support outcomes.
  • Stay current on AI tooling and automation approaches relevant to support engineering.

Requirements:

  • 4+ years in technical support, support engineering, or a related technical role supporting SaaS products.
  • 2+ years of hands-on experience with payment processing systems (payment rails, processors, reconciliation flows, or similar).
  • Demonstrated experience building AI agents, automation workflows, or internal tooling (LLM-based or otherwise).
  • Strong technical troubleshooting skills — comfortable digging into API logs, database queries, and integration failures without a clear playbook.
  • Familiarity with tools such as PostgreSQL, Firebase, and JetAdmin.
  • Excellent written communication skills; able to document complex issues clearly for both technical and non-technical audiences.
  • Comfortable working independently with minimal supervision in a fast-paced, high-growth environment.
  • Experience in fintech, payments, or startup environments preferred.
  • Must be located on the East Coast or available to work 9am–5pm EST.

Benefits:

  • Unlimited PTO
  • Covered healthcare
  • 401k match
  • Cell plan reimbursement
  • Monthly recognition opportunities
  • Learning platforms and resources for development
  • Generous parental leave
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Technical Support Engineer • Remote, California, United States

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