LATAM Technical Customer Engineer – Fintech API

Reap; Mexico; On-site; PHP 3,701,418 - 5,552,127; Full time

Benefits offered by this job

Reap Card stipend

Remote setup allowance

Health insurance budget

Global team

Job summary

Reap seeks a technically adept CX — Technical Support (TAM) specialist to handle LATAM/LATAM shift support. You will triage, investigate, and resolve complex client issues across payments and fintech integrations.

You will lead cross-system investigations with New Relic, Datadog, and our API stack, while building strong client relationships. Fluency in Spanish is required; Portuguese is a plus. This role offers remote work within LATAM and cross-timezone collaboration.

Qualifications

• 5+ years in a client-facing technical role (L2/L3 support or similar) in B2B SaaS or fintech.
• Proficient in reading and debugging REST APIs, SQL, and logs.
• Ownership mindset: proactive, accountable for tickets until resolved.
• Comfortable discussing technical issues with CTO/CEO.
• Fluent Spanish; Portuguese is a strong plus.
• Willingness to work LATAM shift and occasional weekend rotation.
• Experience in a 24/7, cross-timezone support environment.
• Familiarity with observability tools like New Relic or Datadog.

Responsibilities

• Own L2/L3 technical support across all product lines during the LATAM shift, triaging, investigating, and resolving complex issues end-to-end.
• Lead technical investigations across multiple systems and diagnose root causes with precision.
• Prepare evidence packs, Linear sub-tickets, and client impact summaries for engineering.
• Build real relationships with LATAM clients and provide ongoing technical partnership.
• Spot patterns in tickets and surface product gaps and risks to Engineering.
• 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 and AI-assisted investigation workflows.
• Build internal tools for CX/TCX team using AI coding tools.

Skills

REST APIs reading

SQL basics

Log inspection

Ownership

Client-facing communication

Spanish fluency

Portuguese a plus

Observability tools

Tools

New Relic

Datadog

Job description

Reap seeks a technically adept CX — Technical Support (TAM) specialist to handle LATAM/LATAM shift support. You will triage, investigate, and resolve complex client issues across payments and fintech integrations.

You will lead cross-system investigations with New Relic, Datadog, and our API stack, while building strong client relationships. Fluency in Spanish is required; Portuguese is a plus. This role offers remote work within LATAM and cross-timezone collaboration.