Remote LATAM Technical Solutions Engineer (Fintech)

Reap; United States; Remote; CLP 20,088,000 - 31,248,000; Full time

Benefits offered by this job

Reap Card stipend

Remote setup allowance

Home office equipment budget

Health insurance budget

Generous annual leave

Global team

Job summary

Reap is seeking a seasoned LATAM Technical Support specialist to own L2/L3 client issues across all product lines during LATAM hours. You will triage, investigate, and resolve complex problems with full ownership, using New Relic, Datadog, and internal runbooks to speed fixes.

Fluent Spanish is required; Portuguese is a plus for Brazil coverage. You’ll collaborate with Engineering, CG and Product, build strong client relationships, and help evolve AI-assisted workflows in a fast-growing fintech.

Qualifications

• 5+ years in a technical role with direct client exposure.
• Fluent Spanish; Portuguese is a strong plus for Brazil coverage.
• Comfortable reading and debugging REST APIs, reproducing issues via Postman or curl, writing basic SQL to investigate transaction data.

Responsibilities

• Own L2/L3 technical support across LATAM shift — triaging, investigating, and resolving complex client issues end-to-end with full ownership
• Lead technical investigations across multiple systems simultaneously — Snowflake/Metabase for transaction data, New Relic for API logs, Reap admin for account state
• Drive Engineering escalations through the pipeline: prepare structured evidence packs, Linear sub-tickets, and client impact summaries
• Build and maintain real relationships with LATAM clients — not just ticket resolution, but genuine technical partnership over time
• Spot patterns across tickets and client behaviour; proactively surface product gaps, recurring issues, and integration risks to Engineering and Product
• Collaborate actively across CG, Engineering, and Product — bridge technical reality and client context
• Contribute to and improve runbooks, escalation playbooks, and knowledge base articles
• Participate in P0/P1 incident response via incident.io
• Adopt and push forward AI-assisted investigation workflows — use the tools, improve them, and share what works
• Build internal tools for the CX/TCX team using AI coding tools (Claude Code, Cursor, or similar)

Skills

L2/L3 support

REST APIs

SQL

Postman/curl

Observability tools

New Relic

Datadog

Client management

Spanish fluency

Portuguese a plus

Tools

New Relic

Datadog

Job description

Reap is seeking a seasoned LATAM Technical Support specialist to own L2/L3 client issues across all product lines during LATAM hours. You will triage, investigate, and resolve complex problems with full ownership, using New Relic, Datadog, and internal runbooks to speed fixes.

Fluent Spanish is required; Portuguese is a plus for Brazil coverage. You’ll collaborate with Engineering, CG and Product, build strong client relationships, and help evolve AI-assisted workflows in a fast-growing fintech.