Senior Technical Support Engineer - AI & Payments (Remote)

Scratch Financial

United States

On-site

USD 110,000 - 120,000

Full time

14 days+

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Benefits offered by this job

Unlimited PTO

Healthcare coverage

401k match

Cell plan reimbursement

Learning resources

Equity retention policy

Parental leave

Job summary

Scratch Financial is a remote-first fintech company seeking a technically adept Support Engineer to own Tier 2/3 escalations for payments processing issues and SaaS platform bugs, and to build AI-driven tooling that reduces toil for a growing fintech team.

You will troubleshoot complex integrations across payment rails, PostgreSQL, Firebase, and JetAdmin, document root causes, and collaborate with Product and Engineering to drive systemic improvements while communicating clearly with technical

Qualifications

4+ years in technical support or related SaaS role.
2+ years with payment processing systems.
Experience building AI agents or automation tools.
Strong troubleshooting and API/log analysis skills.
Experience with PostgreSQL, Firebase, and JetAdmin.
Excellent written communication for technical and non-technical audiences.
East Coast availability 9am–5pm EST.

Responsibilities

Own Tier 2/Tier 3 escalations for payments processing failures and SaaS bugs from triage to resolution.
Troubleshoot complex issues across payment rails, 3rd-party integrations, and internal systems.
Partner with Product and Engineering to surface and drive systemic improvements.
Serve as a technical resource for frontline support agents.
Maintain thorough documentation of issue patterns, root causes, and resolutions.