Implementation Specialist

• 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

Explore Technical Customer Engineer – Mandarin Speaker at Reap. Review requirements and application details.