Position Overview

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.

What You'll Do

Technical Escalations & Troubleshooting

• 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.

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.

What We Are Looking For

• 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.

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. 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!

How to Apply

Ready to join our team? To apply, please visit our Scratch Careers Page. Be sure to:

• Submit your resume.
• Answer the custom questions provided.
• Feel free to add any additional information or documents you believe are relevant to your application.

We look forward to reviewing your application!

*Our team will ONLY contact you from the domain @scratchpay.com or @ats.rippling.com

Our Commitment

We’re innovators who care deeply about the lives of pets, their owners, and veterinary professionals. We believe diversity strengthens our team and drives better solutions. Scratch is committed to diversity in its workforce and is proud to be an equal opportunity employer. Scratch considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.