Reap
Technical Customer Engineer (EMEA)
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About Reap
Reap is building financial infrastructure for modern businesses. Our products help companies issue cards, move money, manage payments, and scale financial operations across markets.
As our products and client base grow, the journey from sales to activation is becoming more technical and more important. We are looking for a Forward Deployed Engineer who can help clients go from “interested” to “live and successful” faster, with the right technical guidance along the way.
Location: Remote (APAC/EMEA)
Team: TCX (Technical Customer Experience)
Shift: 4:00 PM – 1:00 AM CST/HKT (EMEA business hours)
Your Responsibilities
- Own L2/L3 technical support across PLs, and Fraud/Risk during the EMEA shift — triaging, investigating, and resolving complex client issues end-to-end with full ownership
- Lead 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 precision
- Drive Engineering escalations through the TCX pipeline: prepare structured evidence packs, Linear sub-tickets, and client impact summaries that give engineers exactly what they need to act without back-and-forth
- Build and maintain real relationships with EMEA clients — not just ticket resolution, but genuine technical partnership over time
- Spot patterns across tickets and client behaviour; proactively surface product gaps, recurring issues, and integration risks to Engineering and Product before they become incidents
- Collaborate actively across CG, Engineering, and Product — be the person in the room (or the Slack channel) who bridges technical reality and client context
- Contribute to and improve runbooks, escalation playbooks, and knowledge base articles; raise the floor for everyone on the team
- Participate in P0/P1 incident response via incident.io; own EMEA-window timeline documentation and client communication during incidents
- Adopt and push forward AI-assisted investigation workflows — use the tools, improve them, and share what works
- Over time: take on named client account ownership, lead EMEA-timezone product and CG discussions, and grow into a full Technical Customer Engineer scope
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Your Star Qualities
- 3–5+ years in a technical role with direct client exposure — L2/L3 support, solutions engineering, implementation engineering, or forward deployed engineering in B2B SaaS or fintech
- Genuinely 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-holding
- Ownership-driven: you don't wait to be asked, you don't drop things, and you don't consider a ticket done until the client does
- Intellectually curious about product: you notice when something shouldn't work the way it does, you ask why, and you bring that back to the team
- Client-facing confidence: you can hold a conversation with a CTO or a CEO about a technical failure, communicate clearly under pressure, and build trust over time — not just resolve the immediate issue
- Comfortable working the EMEA shift (approx. 4 PM – 1 AM HKT) including occasional weekend rotation
- Experience in a 24/7 support team with cross-timezone handoffs
- Familiarity with observability tooling — New Relic, Datadog, or similar
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Nice to Have
- Experience in payments, card-issuing, stablecoins, or open banking — or genuine curiosity about how money moves across borders
- Exposure to a CSE, TAM, or forward deployed engineering role — or clear ambition to move in that direction
- Experience building or contributing to internal tooling, runbooks, or knowledge systems
- Prior exposure to PCI DSS or fintech compliance environments
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. The path from where you start to where you can go is real, and we will build it with you.
Why You'll Love it Here
- A role with genuine scope and a clear growth path into client ownership and product influence
- A team that uses AI seriously — Claude for investigation workflows, Snowflake Cortex for data, Lorikeet for client-facing automation — and expects you to push it further
- Flexible remote work environment with a global team across APAC, EMEA, and the Americas
- Reap Card stipend and remote setup allowance
- A culture that values technical craft, direct communication, and people who make things better without being asked
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