Technical Customer Engineer (APAC) - Mandarin Speaker

Reap • Full Time • Quarry Bay, HK • 3d ago

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.

APAC

Location: Remote (APAC)

Team: CX — Technical Support (TAM)

Shift: Standard APAC business hours (9:00 AM – 6:00 PM HKT)

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 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 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 APAC 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 who bridges technical reality and client context
Contribute to and improve runbooks, escalation playbooks, and knowledge base articles
Participate in P0/P1 incident response via incident.io
Adopt and push forward AI-assisted investigation workflows — use the tools, improve them, and share what works
Build 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 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
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 time
Fluent English required; Mandarin is required for APAC client coverage (Cantonese is a plus)
Experience in a 24/7 support team with cross-timezone handoffs
Familiarity with observability tooling — New Relic, Datadog, or similar

Nice to Have

Experience in payments, card-issuing, stablecoins, or open banking
Exposure to a CSE, TAM, or forward deployed engineering role
Experience building or contributing to internal tooling, runbooks, or knowledge systems
Prior exposure to PCI DSS or fintech compliance environments
AI-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 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

Benefits You'll Enjoy

A vibrant, inclusive and international work culture
Generous annual leave to relax and recharge, plus public holidays
Health insurance budget to keep you covered
Be part of a fast-growing global team
Flexible remote work environment with a global, collaborative team
Home office equipment budget
Your own Corporate Reap Card — no more out-of-pocket spending
Additional benefits that keep growing over time

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