Mandarin Tech Customer Engineer — APAC, Remote

Reap; Hong Kong; On-site; HKD 420,000 - 640,000; Full time

Benefits offered by this job

Reap Card stipend

Remote setup allowance

Health insurance

Job summary

Reap is hiring for a technical support role within the APAC region. You will own complex L2/L3 investigations across fintech platforms, coordinating with engineering to resolve issues end-to-end and maintain client relationships.

You will use Snowflake, Metabase, and New Relic/Datadog to diagnose problems, with AI-assisted workflows shaping incident response and tooling development. Remote work spans APAC/EMEA/LATAM teams.

Qualifications

• 5+ years in a technical role with direct client exposure.
• Comfort reading/debugging REST APIs and running data queries.
• Experience with 24/7 support and cross-timezone handoffs.

Responsibilities

• Own L2/L3 technical support across all product lines for APAC shift.
• Lead cross-system investigations using data tools and logs.
• Prepare evidence packs and client impact summaries for engineers.
• Build technical relationships with APAC clients over time.
• Spot patterns, surface product gaps, and flag risks early.
• Collaborate with CG, Engineering and Product; improve runbooks.

Skills

Technical support

REST APIs

SQL basics

Postman / curl

Observability

New Relic

Datadog

AI-assisted workflows

Tools

Snowflake

Metabase

Reap admin tooling

incident.io

Job description

Reap is hiring for a technical support role within the APAC region. You will own complex L2/L3 investigations across fintech platforms, coordinating with engineering to resolve issues end-to-end and maintain client relationships.

You will use Snowflake, Metabase, and New Relic/Datadog to diagnose problems, with AI-assisted workflows shaping incident response and tooling development. Remote work spans APAC/EMEA/LATAM teams.