Tech Support Engineer (Full-Stack) - Worldwide Remote

Pasadena, California /
Technology – Technology /
Contractor
Scratch Financial ("Scratch") is a financial technology startup based in Los Angeles, California that is transforming the way that people pay for medical and veterinary care by increasing access to financing and enabling simple digital payments. Our goal is to make difficult financial decisions simple and increase accessibility to fair, affordable, and transparent medical financing. Driven by our award-winning technology, Scratch has become the fastest growing financing provider in the veterinary and dental care markets, with our payment plans now offered in over 10,000 practices across the U.S. and Canada–ranging from dental offices to optometry clinics. We partner with both independent clinics and large enterprise providers to enable an exceptional payment and financing experience for patients and pet owners.  With long-established industry giants in our sights, we’re looking to shake up the patient payments space, and we’d love to have you come aboard for the ride!

If putting compassion first, helping create groundbreaking products and continuously iterating & refining those products sound like you, then we encourage you to apply.

We’re looking for a Tech Support Engineer with experience in software development to join the engineering team at Scratchpay. Scratchpay is on a mission to help people and their loved ones live happier lives by making access to healthcare simple. Over 1 million people have already turned to Scratchpay to help them with their care. Interested in helping design and build products that help people around the world live happier and healthier lives? Then read on…

We’re looking for an Engineer to join our team to handle Technical Support for our suite of products, as well as work on simple software development tasks. The ideal candidate will have some experience in Technical Support and have a passion for investigating issues and arriving at solutions in order to ensure customer satisfaction. Experience building front-end and/or back-end applications is also desirable. The ideal candidate will also be someone that is innovative, open to change, has strong problem solving skills and strives to deliver timely solutions to various technical issues, in collaboration with their team. You will be responsible for troubleshooting and fixing issues relating to front-end and back-end web architecture, testing your solutions, and ensuring resolution of technical issues within a reasonable time frame. Knowledge of financial concepts is a bonus.

Traits that we’re looking for in you:
You have strong problem-solving skills and attention to detail.
You learn and course correct when you don’t get the results you want.
You love doing things efficiently. 

Traits that you can expect from us:
At Scratchpay, the work you do will have a disproportionate impact on the business. We believe in systems and processes that let us scale our impact to be larger than ourselves.
We also believe in small teams. Small teams are fast and nimble. Small teams mean less bureaucracy and less management and more getting things done.
We believe in a safe, welcoming, and inclusive environment, and we care most about getting it right rather than being right. 

Regardless of how well you feel you fit our description, we encourage you to apply if you meet the criteria above and below.

This position is open to all candidates around the world

Minimum Requirements

    • Proven working experience (2 years would be ideal) in enterprise technical support, IT support or as a technical engineer
    • Some hands-on experience with Full-stack development and troubleshooting (In this context, it is worth pointing out that we use Laravel, React.js, Stencil, Python, NodeJS, a lot of Google Cloud Functions mostly written in JavaScript, etc. as part of our Tech stack)
    • Knowledge and confidence using and working with RESTful APIs.
    • Knowledge and confidence working with fundamental front end languages such as HTML, CSS and JavaScript.
    • A basic understanding of OOP and development patterns, database systems (such as MySQL or PostgreSQL) and microservice based architecture is required
    • Knowing the basics of Service Management and a keen interest in business requirements, product features and customer experience
    • Nice to have: Knowledge of C#, Google Cloud, GitLab, CI/CD, Kubernetes, and Docker.
    • Nice to have: Knowledge of payment solutions and loans business

Duties

    • Take ownership of customer issues that require Technical intervention and see problems through to resolution
    • Research, diagnose, troubleshoot and identify solutions to resolve issues
    • Prioritize and manage several open issues at one time
    • Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
    • Provide prompt and accurate feedback to Stakeholders and/or internal customer servicing teams and/or directly to customers
    • Ensure proper recording and closure of all issues
    • Periodically analyze alerts to identify potential errors, communicate internally any errors thus identified and see them through to resolution
    • Prepare accurate and timely reports of issues and their resolution
    • Document knowledge in the form of knowledge base, tech notes and articles
    • Follow the SLA for issues with respect to the severity
    • Flexibility to work in shifts based on SLA expectations for various services
Scratchpay is committed to diversity in its workforce and is proud to be an equal opportunity employer. Scratchpay 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.