Technical Customer Engineer (EMEA)

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)

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.

• 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

• 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…