Technical Customer Engineer (LATAM)

About the role

Reap is looking for a Technical Customer Engineer to join its CX – Technical Support team and provide L2/L3 support for LATAM clients. The role is fully remote and follows LATAM business hours, offering the chance to work with cutting‑edge payment and fintech products.

Key responsibilities

• Own end‑to‑end L2/L3 technical support across all product lines during the LATAM shift, triaging and resolving complex client issues.
• Conduct technical investigations using Snowflake, Metabase, New Relic and internal admin tools to diagnose root causes.
• Prepare structured evidence packs, Linear sub‑tickets and impact summaries for Engineering escalations.
• Build lasting technical partnerships with LATAM clients, going beyond ticket resolution.
• Identify recurring patterns, surface product gaps and integration risks to Engineering and Product teams.
• Collaborate with Customer Growth, Engineering and Product to bridge technical reality and 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 of experience in a technical client‑facing role (L2/L3 support, solutions engineering, implementation or forward‑deployed engineering) within B2B SaaS or fintech.
• Proactive ownership mindset – tickets are closed only when the client is satisfied.
• Comfortable communicating with senior technical stakeholders (CTOs, CEOs).

Required skills

• Snowflake
• Metabase
• New Relic
• REST API debugging (Postman, curl)
• SQL for transaction data analysis
• Interpretation of system logs
• AI coding tools (Claude Code, Cursor or similar)

What we offer

• Remote work flexibility covering LATAM business hours.
• Opportunity to work with a fast‑growing global payment technology platform.
• Collaboration with cross‑functional teams in a high‑impact fintech environment.