Technical Support Engineer
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Job Description
Support Engineer managing complex technical escalations and driving AI-powered tooling solutions for Scratch Financial. Responsible for troubleshooting payment issues and enhancing support efficiency.
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.
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
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