Technical Support Engineer

Scratch Financial (“Scratch”) is a late-stage venture-backed financial technology business based in Pasadena California. At Scratch everything starts and ends with our mission: being the payment partner of choice for veterinary practices and helping pet parents access the care their animals need without financial barriers. Driven by our award-winning technology Scratch has become the fastest-growing financing provider in veterinary care with a partner network of 15000+ practices across the U.S. and Canada.

Scratch has 2 main products:

1. Scratch Pay: Point-of-sale client-facing lending including a BNPL offering and longer-term payment plans
2. Scratch Checkout: Payment processing that is integrated with the veterinary practice management software

We are a company built on the foundation of transforming the way pet healthcare payments are done and we are looking for innovators who share our commitment to shaping the future of veterinary care financing. If putting compassion first helping tell the story of groundbreaking products and continuously learning & refining to achieve exceptional outcomes sounds like you then we encourage you to apply.

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.

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.

• 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.

• Competitive base salary ranging from $110000 - $120000

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!

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

1. Submit your resume.
2. Answer the custom questions provided.
3. 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

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.

What We Do

Scratch is a dynamic and innovative fintech company at the forefront of patient lending and payment processing serving a network of over 15000 veterinary practices across the United States and Canada. Our mission is to revolutionize the veterinary financial experience ensuring pet parents have seamless access to the treatments they need without the burden of financial stress.

Why Work With Us

At Scratch our company culture is defined by a refreshing absence of rigid hierarchy a deep commitment to collaboration and an insatiable curiosity. We believe in empowering our team to bring their unique perspectives to the table fostering an environment where every voice is valued.

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