Remote Forward-Deployed Engineer: Technical CX

Reap; Greater London; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Reap Card stipend

Remote setup allowance

Job summary

Reap is seeking a Forward Deployed Engineer to help clients move from interest to live usage of our fintech platform. This role sits in the TCX team and involves deep collaboration with clients on API integration, payments workflows, and issue resolution across time zones.

You will own L2/L3 support during the EMEA shift, lead multi-system investigations, and help shape runbooks and incident responses while growing into a client-focused technical partner for key accounts.

Qualifications

• 3–5+ years in a technical role with direct client exposure.
• Comfort reading and debugging REST APIs and logs.
• Ownership-driven; proactive, reliable, and accountable.
• Willingness to work the EMEA shift (4 PM–1 AM CST/HKT).

Responsibilities

• Own L2/L3 technical support across PLs and Fraud/Risk during the EMEA shift.
• Lead technical investigations across Snowflake/Metabase, New Relic, and Reap admin.
• Drive engineering escalations with structured evidence and client impact summaries.
• Build real relationships with EMEA clients and act as a technical partner.
• Collaborate across CG, Engineering, and Product to bridge technical reality and client context.
• Contribute to runbooks, playbooks, and knowledge base articles.
• Participate in P0/P1 incident response and document timelines.

Skills

REST APIs

SQL

Client-facing

Ownership

Problem solving

Curiosity about product

Tools

Postman

curl

New Relic

Datadog

Snowflake

Metabase

Job description

Reap is seeking a Forward Deployed Engineer to help clients move from interest to live usage of our fintech platform. This role sits in the TCX team and involves deep collaboration with clients on API integration, payments workflows, and issue resolution across time zones.

You will own L2/L3 support during the EMEA shift, lead multi-system investigations, and help shape runbooks and incident responses while growing into a client-focused technical partner for key accounts.