Technical Support Engineer

🕒 Julho 15

🏄 California – Remoto

🏄 California – Remote

💵 $110.000 - $120.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

📞 Engenheiro de Suporte

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Scratch Financial

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🏥 Saúde

🛡️ Seguros

💸 Finanças

Healthcare • Insurance • Finance

A Scratch Financial é uma empresa que oferece planos de pagamento simples e amigáveis para financiamento médico. Seu serviço, o Scratch Pay, disponibiliza acesso a planos de pagamento transparentes, permitindo que os tomadores encontrem uma opção sem impactar seu score de crédito. A empresa busca tornar o financiamento médico acessível, com planos que vão de US$ 200 a US$ 10. 000, prazos de 12 a 36 meses e diferentes opções de APR. O Scratch Pay prioriza recursos fáceis de usar, como débito automático opcional, ausência de penalidades por pagamento antecipado e altas taxas de aprovação para tomadores. O serviço de financiamento atende tanto a tomadores quanto a clínicas, facilitando o processo de obtenção e gestão de planos de pagamento para necessidades médicas.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• Unlimited PTO • Covered healthcare • 401k match • Cell plan reimbursement • Monthly recognition opportunities • Learning platforms and resources for development • Generous parental leave