Mandarin-speaking Technical CX Engineer (APAC, Remote)

Reap; Singapore; On-site; SGD 80,000 - 120,000; Full time

Benefits offered by this job

Card stipend

Remote setup allowance

Global team

Job summary

Reap is seeking a technically proficient CX professional for remote APAC coverage. You will own L2/L3 support, investigate complex client issues, and coordinate with Engineering to resolve incidents end-to-end.

You’ll build trusted partnerships with APAC clients while expanding internal tooling and runbooks. The role emphasizes AI-enabled workflows, collaboration across product and engineering, and a flexible, global team mindset.

Qualifications

• 5+ years in a technical role with direct client exposure (L2/L3 support or similar).
• Proficient in reading and debugging REST APIs and using Postman or curl.
• Ability to write basic SQL to investigate transactions.
• Familiar with observability tooling (New Relic, Datadog or similar).
• Owns issues end-to-end and communicates clearly with clients including executives.
• Mandarin proficiency required for APAC client coverage.

Responsibilities

• Own L2/L3 technical support across all product lines during APAC shift.
• Lead technical investigations across multiple systems and diagnose root causes with precision.
• Prepare evidence packs and client impact summaries for Engineering escalations.
• Build and maintain relationships with APAC clients and act as a technical partner.
• Identify patterns and surface product gaps to Engineering and Product.
• Collaborate across CG, Engineering, and Product to bridge technical reality and client context.
• Contribute to runbooks, escalation playbooks and knowledge bases.
• Participate in P0/P1 incident response.
• Develop AI-assisted investigation workflows and internal tools.

Skills

REST APIs

Postman

SQL

Observability tools

New Relic

Datadog

Client-facing

Mandarin

Ownership mindset

English fluency

Tools

Claude Code

Cursor

Job description

Reap is seeking a technically proficient CX professional for remote APAC coverage. You will own L2/L3 support, investigate complex client issues, and coordinate with Engineering to resolve incidents end-to-end.

You’ll build trusted partnerships with APAC clients while expanding internal tooling and runbooks. The role emphasizes AI-enabled workflows, collaboration across product and engineering, and a flexible, global team mindset.