Scratch Financial

Technical Support Engineer

Remote (United States)

Sponsorship not specified$110k-$120kDetected 7 days ago

RailsPostgreSQLLLMsAgentic AIRecruitingCustomer SupportCommunication

About the role

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.
Troubleshoot complex technical issues across payment rails, third-party integrations, and internal systems including PostgreSQL, Firebase, and JetAdmin.
Strong technical troubleshooting skills - comfortable digging into API logs, database queries, and integration failures without a clear playbook.

Technical Escalations & Troubleshooting Own Tier 2/Tier 3 escalations for payment processing failures, API integration issues, and SaaS platform bugs - from triage through resolution.
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 Development 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.
Demonstrated experience building AI agents, automation workflows, or internal tooling (LLM-based or otherwise).
Excellent written communication skills; able to document complex issues clearly for both technical and non-technical audiences.

2+ years of hands-on experience with payment processing systems (payment rails, processors, reconciliation flows, or similar).
Must be located on the East Coast or available to work 9am-5pm EST.

Why You'll Love Working Here Competitive base salary ranging from $110,000 - $120,000 Scratch is a remote-first company, giving ultimate flexibility to today's nomadic work style.

Scratch 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 plans Scratch Checkout: Payment processing that is integrated with the veterinary practice management software We 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.
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.
Who We Are Scratch Financial ("Scratch") is a late-stage venture-backed financial technology business based in Pasadena, California.
being the payment partner of choice for veterinary practices and helping pet parents access the care their animals need without financial barriers.

in, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class

This listing is sourced directly from Scratch Financial's careers page and normalized into a canonical job model.