Technical Customer Engineer – Mandarin Speaker

Reap

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

Posted 10/7/2026full-timeHong KongMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in L2/L3 technical support, client relationship management, and incident response within a B2B SaaS or fintech environment. Proficient in debugging REST APIs, writing SQL, and utilizing observability tools to enhance operational efficiency.

Highest-signal resume keywords

L2/L3 Technical SupportClient Relationship ManagementREST API DebuggingSQL ProficiencyObservability Tooling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportSQLREST API DebuggingSystem Log InterpretationIncident ResponseTechnical InvestigationsAI-Assisted WorkflowsPostmanCurlIntegration Risk Identification

Soft Skills

Client-Facing ConfidenceCollaborationProblem SolvingCommunication

Tools & Technologies

SnowflakeMetabaseNew RelicDatadogAI Coding ToolsClaude CodeCursor

Industry Keywords

B2B SaaSFintech24/7 SupportCross-Timezone HandoffsAPAC Client Coverage

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

Own L2/L3 technical support across all product lines during the APAC shift
Triage, investigate, and resolve complex client issues end-to-end
Lead technical investigations across Snowflake/Metabase, New Relic, and Reap admin
Drive Engineering escalations with structured evidence packs, Linear sub-tickets, and client impact summaries
Build and maintain technical relationships with APAC clients
Identify 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
Use and improve 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
Client-facing confidence with CTOs or CEOs about technical failures
Fluent English required
Mandarin required for APAC client coverage
Cantonese is a plus
Experience in a 24/7 support team with cross-timezone handoffs
Familiarity with observability tooling such as New Relic, Datadog, or similar

Benefits

Comp & perks

Flexible remote work environment with a global team across APAC, EMEA, and the Americas
Reap Card stipend
Remote setup allowance
Generous annual leave
Public holidays
Health insurance budget
Home office equipment budget
Corporate Reap Card
Additional benefits that keep growing over time
Vibrant, inclusive and international work culture
Growth path into client ownership and product influence