LATAM Technical Support Engineer — Remote

Reap; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Reap Card stipend

Remote setup allowance

Health insurance budget

Flexible remote work

Job summary

Reap is seeking a technically skilled CX — TAM professional to own L2/L3 support across all product lines during LATAM hours. You will triage, investigate, and resolve complex client issues end-to-end while coordinating with Engineering and Product teams.

You will work with Snowflake/Metabase for data insights and New Relic for logs, building strong relationships with LATAM clients and driving proactive improvements. Fluency in Spanish is required; Portuguese is a plus.

Qualifications

• 5+ years in a technical role with direct client exposure in B2B SaaS/fintech.
• Proficient with REST APIs; able to read, reproduce issues and debug using Postman or curl.
• Strong SQL skills for transaction data investigation.
• Experience with observability tools (New Relic, Datadog) and incident response.
• Ability to communicate complex technical issues to executives (CTO/CEO).
• Experience working in a 24/7 support environment and across time zones.

Responsibilities

• Own L2/L3 technical support across product lines during LATAM shift; triage, investigate, resolve complex issues end-to-end.
• Lead technical investigations across multiple systems (Snowflake/Metabase for data, New Relic for logs, Reap admin for accounts).
• Drive escalations with structured evidence packs and client impact summaries for engineering.
• Build real relationships with LATAM clients; provide ongoing technical partnership.
• Spot patterns, surface product gaps and risks to Engineering and Product before incidents occur.

Skills

REST APIs

Postman

curl

SQL

New Relic

Datadog

Incident management

AI tooling

Client communication

Cross-timezone support

Tools

Snowflake

Metabase

Linear

Job description

Reap is seeking a technically skilled CX — TAM professional to own L2/L3 support across all product lines during LATAM hours. You will triage, investigate, and resolve complex client issues end-to-end while coordinating with Engineering and Product teams.

You will work with Snowflake/Metabase for data insights and New Relic for logs, building strong relationships with LATAM clients and driving proactive improvements. Fluency in Spanish is required; Portuguese is a plus.