Technical Support Engineer - Scratch Financial

Who We Are

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 15,000+ practices across the U.S. and Canada.

Scratch has 2 main products:

• Scratch Pay: Point-of-sale client-facing lending, including a BNPL offering and longer-term payment plans
• 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.

Position Overview

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.

What You'll Do

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