Technical Customer Engineer – LATAM

Reap

. Own L2/L3 technical support across all product lines during the LATAM shift .

Posted 10/7/2026full-timeRemoteMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in L2/L3 technical support, client engagement, and incident management within a B2B SaaS or fintech environment. Proficient in diagnosing complex issues, utilizing observability tools, and building internal tooling to enhance operational efficiency.

Highest-signal resume keywords

L2/L3 Technical SupportREST API DebuggingSQL ProficiencyFluent SpanishNew Relic Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSQLREST API DebuggingIncident ManagementTechnical InvestigationClient Issue ResolutionSystem Log InterpretationAI Tool UtilizationRunbook ImprovementIntegration Risk Identification

Soft Skills

Client-Facing ConfidenceCollaborationProblem-Solving

Tools & Technologies

New RelicMetabasePostmanCurlDatadogClaude CodeCursor

Industry Keywords

B2B SaaSFintechPCI DSSPaymentsCard-IssuingStablecoinsOpen Banking

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own L2/L3 technical support across all product lines during the LATAM shift
Triage, investigate, and resolve complex client issues end-to-end
Lead technical investigations across Snowflake/Metabase, New Relic, and Reap admin
Diagnose root causes across multiple systems
Drive Engineering escalations using structured evidence packs, Linear sub-tickets, and client impact summaries
Build and maintain technical partnerships with LATAM clients
Identify patterns, product gaps, recurring issues, and integration risks
Collaborate across CG, Engineering, and Product
Improve runbooks, escalation playbooks, and knowledge base articles
Participate in P0/P1 incident response via incident.io
Advance AI-assisted investigation workflows
Build internal CX/TCX tools using AI coding tools such as Claude Code or Cursor

Requirements

What you’ll need

5+ years in a technical role with direct client exposure, such as L2/L3 support, solutions engineering, implementation engineering, or forward deployed engineering in B2B SaaS or fintech
Comfortable reading and debugging REST APIs
Experience reproducing issues via Postman or curl
Ability to write basic SQL to investigate transaction data
Ability to interpret system logs independently
Client-facing confidence with CTOs or CEOs
Fluent Spanish required
Portuguese is a strong plus for Brazil coverage
Comfortable working LATAM business hours, including occasional weekend rotation
Experience in a 24/7 support team with cross-timezone handoffs
Familiarity with observability tooling such as New Relic or Datadog
Experience in payments, card-issuing, stablecoins, or open banking is nice to have
Exposure to a CSE, TAM, or forward deployed engineering role is nice to have
Experience building or contributing to internal tooling, runbooks, or knowledge systems is nice to have
Prior exposure to PCI DSS or fintech compliance environments is nice to have
AI-native experience using AI tools daily and building simple workflows or tools is nice to have

Benefits

Comp & perks

Flexible remote work environment with a global team across APAC, EMEA, and the Americas
Reap Card stipend and remote setup allowance
Vibrant, inclusive and international work culture
Generous annual leave plus public holidays
Health insurance budget
Home office equipment budget
Corporate Reap Card
Additional benefits that keep growing over time