Technical Support Engineer

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🏄 California – Remote

🏄 California – Remote

💵 $110k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

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Scratch Financial

WebsiteLinkedInAll Job Openings

11 - 50 employees

💸 Finance

💳 Fintech

⚕️ Healthcare Insurance

Finance • Fintech • Healthcare Insurance

Scratch Financial is a company that provides simple and transparent payment plans for medical financing. They offer easy and friendly payment options with no prepayment penalty and no deferred interest, aiming to make financing accessible without affecting the borrower's credit score. Scratch Financial supports borrowers with plans ranging from $200 to $10,000, with terms between 12 to 36 months. They ensure high approval rates and affordable rates, making it easy for customers to manage their finances for medical needs. The company operates by offering plans in both the US and Canada, with loans serviced by WebBank in the US.

📋 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