Technical Customer Engineer

About Reap Reap is a leading global payment technology provider that enables financial connectivity and access for businesses worldwide. By merging traditional finance with digital assets, bridging disparate economies, and connecting key financial players, we are transforming the financial landscape into a more interconnected and interoperable space for efficient money movement. With stablecoin-enabled corporate cards, payout solutions, and expense management tools, we streamline financial operations and empower businesses to scale. Our APIs enable businesses to embed finance into their own products and services, from issuing Visa cards to facilitating cross-border payments. Reap is supported by a strong network of investors, including Acorn Pacific Ventures, Arcadia Funds, HashKey Capital, Hustle Fund, Fresco Capital, Abacus Ventures, and Payment Asia. About The Team The CX team at Reap sits at the intersection of client relationships, technical problem-solving, and product intelligence. We are the people clients call when something breaks, when they need help integrating our API, or when they want to understand how to get more value from the platform. AI is a big part of how we work. We use AI agent for client-facing automation and we build our own internal tools when the right one doesn't exist. We take AI seriously — not as a talking point, but as something that changes how we hire, what we expect from the team, and what good looks like. The team is global, async-first, and covers clients across APAC, EMEA, and LATAM. We are small enough that everyone's work is visible, and large enough that you will work across meaningful complexity — fintech infrastructure, card issuing, payments, KYC, and API integrations at scale. If you want a role where you can grow technically, build real client relationships, and have a direct line to how a fast-moving fintech platform evolves, this is the team. APAC Location: Remote (APAC) Team: CX — Technical Support (TAM) Shift: Standard APAC business hours (9:00 AM – 6:00 PM HKT). This team operates 24/5; weekend and public holiday coverage is handled via on-call rotation. Your Responsibilities Own L2/L3 technical support across all product lines during the APAC shift — triaging, investigating, and resolving complex client issues end-to-end with full ownershipLead technical investigations across multiple systems simultaneously — Snowflake/Metabase for transaction data, New Relic for API logs, Reap admin for account state — diagnosing root causes with precisionDrive Engineering escalations through the pipeline: prepare structured evidence packs, Linear sub-tickets, and client impact summaries that give engineers exactly what they need to act without back-and-forthBuild and maintain real relationships with APAC clients — not just ticket resolution, but genuine technical partnership over timeSpot patterns across tickets and client behaviour; proactively surface product gaps, recurring issues, and integration risks to Engineering and Product before they become incidentsCollaborate actively across CG, Engineering, and Product — be the person who bridges technical reality and client contextContribute to and improve runbooks, escalation playbooks, and knowledge base articlesParticipate in P0/P1 incident response via incident.ioAdopt and push forward AI-assisted investigation workflows — use the tools, improve them, and share what worksBuild internal tools for the CX/TCX team using AI coding tools (Claude Code, Cursor, or similar) Your Star Qualities 5+ years in a technical role with direct client exposure — L2/L3 support, solutions engineering, implementation engineering, or forward deployed engineering in B2B SaaS or fintechGenuinely technical: comfortable reading and debugging REST APIs, reproducing issues via Postman or curl, writing basic SQL to investigate transaction data, and interpreting system logs without hand-holdingClient-first ownership — this is the most important quality we hire for. You care deeply about the outcome for the client, not just the ticket status. You don't consider something done until the client's problem is actually solved. You don't wait to be asked, you don't drop things, and you don't hide behind process when a client is stuck. When something is unclear, you go find the answer. When something is taking too long, you chase it. The client's problem is your problem until it isn't anymore.Client-facing confidence: you can hold a conversation with a CTO or CEO about a technical failure, communicate clearly under pressure, and build trust over timeFluent English required; Mandarin is required for APAC client coverage (Cantonese is a plus)Experience in a 24/7 support team with cross-timezone handoffsFamiliarity with observability tooling — New Relic, Datadog, or similar Nice to Have Experience in payments, card-issuing, stablecoins, or open bankingExposure to a CSE, TAM, or forward deployed engineering roleExperience building or contributing to internal tooling, runbooks, or knowledge systemsPrior exposure to PCI DSS or fintech compliance environmentsAI-native: you use AI tools daily and can build simple workflows or tools using them The Growth Path The TCX team is not structured around static roles. The engineers who have grown the most here did so because they leaned into the parts of the work that most people avoid — the hairy escalation, the product gap nobody wanted to own, the client who needed a real technical partner not a ticket number. This role is designed for someone who wants to end up as the technical person that clients, CG, and Product all pull into the room. Why You’ll Love it Here A role with genuine scope and a clear growth path into client ownership and product influenceA team that uses AI seriously — Claude for investigation workflows, Snowflake Cortex for data, Lorikeet for client-facing automation — and expects you to push it furtherFlexible remote work environment with a global team across APAC, EMEA, and the AmericasReap Card stipend and remote setup allowanceExperience in a 24/7 support team with cross-timezone handoffsFamiliarity with observability tooling — New Relic, Datadog, or similar Nice to Have Experience in payments, card-issuing, stablecoins, or open bankingExposure to a CSE, TAM, or forward deployed engineering roleExperience building or contributing to internal tooling, runbooks, or knowledge systemsPrior exposure to PCI DSS or fintech compliance environmentsAI-native: you use AI tools daily and can build simple workflows or tools using them The Growth Path The TCX team is not structured around static roles. The engineers who have grown the most here did so because they leaned into the parts of the work that most people avoid — the hairy escalation, the product gap nobody wanted to own, the client who needed a real technical partner not a ticket number. This role is designed for someone who wants to end up as the technical person that clients, CG, and Product all pull into the room. Why You'll Love it Here A role with genuine scope and a clear growth path into client ownership and product influenceA team that uses AI seriously — Claude for investigation workflows, Snowflake Cortex for data, Lorikeet for client-facing automation — and expects you to push it furtherFlexible remote work environment with a global team across APAC, EMEA, and the AmericasReap Card stipend and remote setup allowance Benefits you'll enjoy A vibrant, inclusive and international work cultureGenerous annual leave to relax and recharge, plus public holidaysHealth insurance budget to keep you coveredBe part of a fast-growing global teamFlexible remote work environment with a global, collaborative teamHome office equipment budgetYour own Corporate Reap Card — no more out-of-pocket spendingAdditional benefits that keep growing over time After submitting your application, please check your inbox for a confirmation email. If you don't see it, kindly check your spam or junk folder and adjust your settings to ensure future communication reaches your inbox.