Technical Support Engineer, Scratch Financial
$110-120k
More information about location
Healthcare financing provider
Open for applications
Healthcare financing provider
21-100 employees
Open for applications
$110-120k
More information about location
21-100 employees
Company mission
To help more patients and pets get access to the care they need to live happy lives.
Role
Who you are
- 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
What the job involves
- 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
- 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
Application process
- 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 take
Access to healthcare for both humans and pets can often be unaffordable, but the nature of the situation means people are forced to find a way to pay. This often involves unfair lending rates or hidden fees within payment plans, a tactic that unfairly preys on those least able to afford it.
Scratch Financial provides healthcare financing solutions for both human and pet healthcare, allowing customers to apply for payment plans across various time periods. The company provides its "Take 5" plan of five bi-weekly payments at zero percent interest, a plan which doesn't include hidden fees and is not subject to prepayment penalties or deferred interest.
The company has raised considerable funding which will be invested in developing new technology to help medical providers better connect with their clients and manage the end-to-end patient experience. Scratch is processing over $1 billion in payments annually, and is planning for further expansion as the popularity of buy now, pay later services continues to grow in the health care sector.
Freddie
Company Specialist at Welcome to the Jungle
Insights
28% employee growth in 12 months
Company
Funding (last 2 of 5 rounds)
Sep 2022
$35m
SERIES C
Sep 2020
$0.8m
EARLY VC
Total funding: $58.9m
Company benefits
- 401(k)
Company HQ
Eagle Rock, Los Angeles, CA
Leadership
John Keatley
(CEO & Co-Founder)Experience as Director of Financial Planning & Analysis, Vice President of Finance, and CFO of Green Dot Corporation from 2004 to 2013. CFO of Klarna from 2013 to 2015.
Caleb Morse
(President & Co-Founder)Senior Analyst of FP&A & Revenue and Senior Director of Banking Operations for Green Dot Corporation from 2007 to 2012. Experience as CFO and Head of Growth for Meridith Baer Home.
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