Technical Customer Engineer – LATAM (Remote)

About the role

Reap is seeking a Technical Customer Engineer to join its CX – Technical Support team, covering LATAM business hours. This remote position focuses on delivering high‑quality L2/L3 support for a suite of fintech products, acting as a trusted technical partner for clients across Latin America.

Key responsibilities

• Own end‑to‑end L2/L3 technical support during the LATAM shift, triaging and resolving complex client issues.
• Conduct deep technical investigations using Snowflake, Metabase, New Relic, and internal admin tools to pinpoint root causes.
• Prepare structured evidence packs, Linear sub‑tickets, and impact summaries for Engineering escalations.
• Build lasting relationships with LATAM clients, providing proactive technical guidance.
• Identify recurring patterns, surface product gaps, and communicate risks to Engineering and Product teams.
• Collaborate across Customer Growth, Engineering, and Product to bridge technical reality with client context.
• Contribute to runbooks, escalation playbooks, and knowledge‑base articles.
• Participate in P0/P1 incident response and adopt AI‑assisted investigation workflows.
• Develop internal tools for the CX/TCX team using AI coding assistants such as Claude Code or Cursor.

Required profile

• 5+ years in a technical client‑facing role (L2/L3 support, solutions engineering, or forward‑deployed engineering) within B2B SaaS or fintech.
• Proactive ownership mindset – tickets are closed only when the client is satisfied.
• Confidence communicating with senior technical stakeholders (CTOs, CEOs).

Required skills

• Experience with Snowflake, Metabase, and New Relic for data and log analysis.
• Strong ability to read and debug REST APIs using tools like Postman or curl.
• Basic SQL querying skills for transaction data investigation.
• Familiarity with system log interpretation.
• Use of AI coding tools (e.g., Claude Code, Cursor) for building internal utilities.