Remote LATAM Technical Support Engineer — AI-Driven Fintech

Reap; Argentina; Presencial; ARS 134.672.073 - 179.562.764; Jornada completa

Descripción de la vacante

Reap, a leading global payment technology provider, seeks an experienced LATAM-focused technical support professional. You will own L2/L3 support across LATAM hours and troubleshoot complex client issues end-to-end.

You will work with Snowflake, Metabase, New Relic, and internal tools to diagnose root causes, escalate to Engineering with precise evidence, and build lasting relationships with LATAM clients. Fluent Spanish is required, Portuguese a plus; remote LATAM schedule with opportunities to

Formación

• 5+ years in a technical role with direct client exposure.
• Genuinely technical: read and debug REST APIs, reproduce issues via Postman or curl, write basic SQL.
• Client-first ownership; ownership of client outcomes beyond ticket status.
• Fluent Spanish required; Portuguese is a strong plus for Brazil coverage.
• Comfortable working the LATAM shift, including weekend rotation.
• Experience in a 24/7 support team with cross-timezone handoffs.
• Familiarity with observability tools like New Relic or Datadog.

Responsabilidades

• Own L2/L3 technical support across LATAM shift—triaging, investigating, and resolving complex client issues end-to-end with full ownership.
• Lead technical investigations across Snowflake/Metabase for data, New Relic for API logs, and Reap admin for account state—diagnosing root causes with precision.
• Drive Engineering escalations with structured evidence packs, Linear sub-tickets, and client impact summaries for fast action.
• Build and maintain real relationships with LATAM clients—providing genuine technical partnership over time.
• Spot patterns across tickets and client behaviour; surface product gaps and risks to Engineering/Product.
• Collaborate across CG, 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 via incident.io.
• Adopt AI-assisted investigation workflows and build internal tools for CX/TCX team.
• Build internal tools for CX/TCX team using AI coding tools.

Conocimientos

Technical experience

APIs & SQL

Client relationship

Communication under pressure

Spanish fluency

LATAM shift experience

Herramientas

REST APIs

Postman

curl

New Relic

Datadog

Descripción del empleo

Reap, a leading global payment technology provider, seeks an experienced LATAM-focused technical support professional. You will own L2/L3 support across LATAM hours and troubleshoot complex client issues end-to-end.

You will work with Snowflake, Metabase, New Relic, and internal tools to diagnose root causes, escalate to Engineering with precise evidence, and build lasting relationships with LATAM clients. Fluent Spanish is required, Portuguese a plus; remote LATAM schedule with opportunities to