Technical Support Engineer

Scratch Financial

41d•$110,000 - $120,000•Hybrid

About The Position

Scratch 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.

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.
Must be located on the East Coast or available to work 9am–5pm EST.

Nice To Haves

Experience in fintech, payments, or startup environments preferred.

Responsibilities

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.