Job Description

About Reap

Reap is building financial infrastructure for modern businesses. Our products help companies issue cards, move money, manage payments, and scale financial operations across markets.

As our products and client base grow, the journey from sales to activation is becoming more technical and more important. We are looking for a Forward Deployed Engineer who can help clients go from “interested” to “live and successful” faster, with the right technical guidance along the way.

About the team

The CX team at Reap sits at the intersection of client relationships, technical problem-solving, and product intelligence. We are the people clients call when something breaks, when they need help integrating our API, or when they want to understand how to get more value from the platform.

AI is a big part of how we work. We use AI agent for client-facing automation and we build our own internal tools when the right one doesn't exist. We take AI seriously — not as a talking point, but as something that changes how we hire, what we expect from the team, and what good looks like.

The team is global, async-first, and covers clients across APAC, EMEA, and LATAM. We are small enough that everyone's work is visible, and large enough that you will work across meaningful complexity — fintech infrastructure, card issuing, payments, KYC, and API integrations at scale.

If you want a role where you can grow technically, build real client relationships, and have a direct line to how a fast-moving fintech platform evolves, this is the team.

EMEA

Location: Remote (EMEA)

Team: CX — Technical Support (TAM)

Shift: EMEA business hours. This team operates 24/5; weekend and public holiday coverage is handled via on-call rotation.

Your Responsibilities

• Own L2/L3 technical support across all product lines during the EMEA 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 — diagnosing root causes with precision
• Drive Engineering escalations through the pipeline: prepare structured evidence packs, Linear sub-tickets, and client impact summaries that give engineers exactly what they need to act without back-and-forth
• Build and maintain real relationships with EMEA 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 before they become incidents
• Collaborate actively across CG, Engineering, and Product — be the person who bridges 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; own EMEA-window timeline documentation and client communication during incidents
• 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)

Your Star Qualities

• 5+ years in a technical role with direct client exposure — L2/L3 support, solutions engineering, implementation engineering, or forward deployed engineering in B2B SaaS or fintech
• Genuinely technical: comfortable reading and debugging REST APIs, reproducing issues via Postman or curl, writing basic SQL to investigate transaction data, and interpreting system logs without hand-holding
• Client-first ownership — this is the most important quality we hire for. You care deeply about the outcome for the client, not just the ticket status. You don't consider something done until the client's problem is actually solved. You don't wait to be asked, you don't drop things, and you don't hide behind process when a client is stuck. When something is unclear, you go find the answer. When something is taking too long, you chase it. The client's problem is your problem until it isn't anymore.
• Client-facing confidence: you can hold a conversation with a CTO or CEO about a technical failure, communicate clearly under pressure, and build trust over time
• Comfortable working the EMEA shift (approx. 4 PM – 1 AM HKT) including occasional weekend rotation
• Experience in a 24/7 support team with cross-timezone handoffs
• Familiarity with observability tooling — New Relic, Datadog, or similar

Nice to Have

• Experience in payments, card-issuing, stablecoins, or open banking
• Exposure to a CSE, TAM, or forward deployed engineering role
• Experience building or contributing to internal tooling, runbooks, or knowledge systems
• Prior exposure to PCI DSS or fintech compliance environments
• AI-native: you use AI tools daily and can build simple workflows or tools using them

The Growth Path

The TCX team is not structured around static roles. The engineers who have grown the most here did so because they leaned into the parts of the work that most people avoid — the hairy escalation, the product gap nobody wanted to own, the client who needed a real technical partner not a ticket number. This role is designed for someone who wants to end up as the technical person that clients, CG, and Product all pull into the room.

Why You’ll Love it Here

• A role with genuine scope and a clear growth path into client ownership and product influence
• A team that uses AI seriously — Claude for investigation workflows, Snowflake Cortex for data, Lorikeet for client-facing automation — and expects you to push it further
• Flexible remote work environment with a global team across APAC, EMEA, and the Americas
• Reap Card stipend and remote setup allowance