EMEA Technical Customer Engineer (Remote)

Reap; Town of Poland (NY); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Card stipend

Remote setup allowance

Flexible remote work

Job summary

Reap is seeking a Technical Customer Engineer to join the TCX team. You will own L2/L3 technical support for APAC/EMEA, triage and resolve complex API and integration issues, and partner with Product and Engineering to prevent incidents.

You’ll work in a globally distributed, async-first environment, using AI-assisted investigation workflows and modern observability tools to deliver reliable fintech infrastructure at scale.

Qualifications

• 3–5+ years in a technical role with direct client exposure.
• Experience reading and debugging REST APIs and logs.
• Ability to own and communicate complex issues.
• Experience in a 24/7 support or global-timezone environment.

Responsibilities

• Own L2/L3 technical support across product lines during EMEA shift.
• Lead cross-system investigations with API logs, data tools, and admin portals.
• Drive engineering escalations with structured evidence and clear client impact.
• Build ongoing, trusted relationships with EMEA clients.
• Identify patterns and surface product gaps to prevent incidents.
• Collaborate with CG, Engineering, and Product to bridge tech and client needs.
• Improve runbooks, escalation playbooks, and knowledge bases.
• Participate in P0/P1 incident response and document timelines.
• Adopt AI-assisted investigation workflows and share improvements.

Skills

REST APIs

SQL

Postman/Curl

Ownership

Client comms

AI tooling

Tools

New Relic

Datadog

Job description

Reap is seeking a Technical Customer Engineer to join the TCX team. You will own L2/L3 technical support for APAC/EMEA, triage and resolve complex API and integration issues, and partner with Product and Engineering to prevent incidents.

You’ll work in a globally distributed, async-first environment, using AI-assisted investigation workflows and modern observability tools to deliver reliable fintech infrastructure at scale.