> Markdown version of [/jobs/ext/2706784-technical-support-engineer](https://www.wearedevelopers.com/jobs/ext/2706784-technical-support-engineer). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Technical Support Engineer - **Company:** AI Powered LLC - **Location:** Pasadena, CA, United States (Remote available) - **Experience:** Experienced - **Salary:** $110,000.0 - $120,000.0 - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Software as a Service, Database Queries, Payment Systems, PostgreSQL, Large Language Models, Software Troubleshooting, Firebase, Integration Frameworks, 3-tier Architectures, Virtual Agents, JetAdmin - **Published:** September 4, 2026 - **Apply:** https://startup.jobs/technical-support-engineer-scratch-company-8745832 ## About the Role * 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. ## Description 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 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. ## Related Videos - [Agentic employees in world's most downloaded FinTech app](https://www.wearedevelopers.com/videos/100123-agentic-employees-in-world-s-most-downloaded-fintech-app) - [Optimizing Discovery: PostgreSQL's Role in Transforming GetYourGuide's Search](https://www.wearedevelopers.com/videos/1647-optimizing-discovery-postgresql-s-role-in-transforming-getyourguide-s-search) - [Intro to Flutter Development](https://www.wearedevelopers.com/videos/170-intro-to-flutter-development) - [Teaching agents to pay: what devs need to know](https://www.wearedevelopers.com/videos/100334-teaching-agents-to-pay-what-devs-need-to-know) - [Discover the open source trio you didn’t expect: .NET and PostgreSQL on Linux](https://www.wearedevelopers.com/videos/2042-discover-the-open-source-trio-you-didn-t-expect-net-and-postgresql-on-linux) - [Learning From My Side Project Mistakes](https://www.wearedevelopers.com/videos/1275-learning-from-my-side-project-mistakes) ## Related Articles - [How to Become an AI Engineer](https://www.wearedevelopers.com/magazine/331-how-to-become-an-ai-engineer) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Dev Digest 132 - Binging WADFlix?](https://www.wearedevelopers.com/magazine/473-dev-digest-132-binging-wadflix) - [Dev Digest 121 - AI goes offline](https://www.wearedevelopers.com/magazine/456-dev-digest-121-ai-goes-offline) - [MLOps And AI Driven Development](https://www.wearedevelopers.com/magazine/82-mlops-and-ai-driven-development)