AI-Driven Support Engineer | FinTech Payments (Remote)
Scratchpay
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Benefits offered by this job
Job summary
Scratch Financial (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 IC 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 and a passion for AI tooling; must be on the East
Qualifications
- 4+ years in technical support or similar for SaaS products.
- 2+ years experience with payment processing systems.
- Experience building AI agents or automation tooling.
Responsibilities
- Own Tier 2/3 escalations for payment processing and SaaS bugs.
- Triage and resolve complex integration and API issues.
- Document issue patterns, root causes, and resolutions for faster troubleshooting.
- Design, build, and maintain AI agents and automation workflows.
- Prototype tooling solutions to reduce manual ticket volume.
- Collaborate with product and engineering to surface issues and drive resolution.
Skills
Tools
Job description
Scratch Financial (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 IC 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 and a passion for AI tooling; must be on the East
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