Position OverviewScratch is seeking a technically sharp and self-directed Support Engineer to own our most complex support escalations and drive AI-powered tooling that makes our support organization faster and smarter. This is a high-impact individual contributor role — roughly split between deep technical troubleshooting (70%) and building/maintaining AI agents and automation (30%).The ideal candidate has a strong foundation in SaaS and payments infrastructure, thrives when handed a hairy problem with no clear resolution path, and has a genuine interest in using AI tooling to eliminate toil and scale support capacity.What You'll DoTechnical Escalations & TroubleshootingOwn 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.AI Agent & Tooling DevelopmentDesign, 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.What We Are Looking For4+ 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.Why You'll Love Working HereCompetitive base salary ranging from $110,000 - $120,000Scratch is a remote-first company, giving ultimate flexibility to today's nomadic work style. For those who prefer a hybrid model, we do have an office space in Pasadena available for use (which is stocked with snacks & various beverages). We offer unlimited PTO, covered healthcare, 401k match, cell plan reimbursement, and monthly recognition opportunities. We also provide learning platforms and resources for all to keep growing. Not only that, but we have an equity retention policy to ensure you grow as the company grows financially, as well. And if your family is growing, we offer generous parental leave, too!Who We AreScratch Financial (“Scratch”) is a late-stage venture-backed financial technology business based in Pasadena, California. At Scratch, everything starts and ends with our mission: being the payment partner of choice for veterinary practices and helping pet parents access the care their animals need without financial barriers. Driven by our award-winning technology, Scratch has become the fastest-growing financing provider in veterinary care, with a partner network of 15,000+ practices across the U.S. and Canada.Scratch has 2 main products:Scratch Pay: Point-of-sale client-facing lending, including a BNPL offering and longer-term payment plansScratch Checkout: Payment processing that is integrated with the veterinary practice management softwareWe are a company built on the foundation of transforming the way pet healthcare payments are done, and we are looking for innovators who share our commitment to shaping the future of veterinary care financing. If putting compassion first, helping tell the story of groundbreaking products and continuously learning & refining to achieve exceptional outcomes sounds like you, then we encourage you to apply.
7 days ago