Technical Customer Engineer (APAC) - Mandarin Speaker

Technical Customer Engineer (APAC) - Mandarin Speaker Technical Customer Engineer (APAC) — Mandarin speaker: own L2/L3 support end-to-end, bridge clients and engineering, and drive proactive, data-driven fixes across APAC. About Reap Reap is a leading global payment technology provider that enables financial connectivity and access for businesses worldwide. By merging traditional finance with digital assets, bridging disparate economies, and connecting key financial players, we are transforming the financial landscape into a more interconnected and interoperable space for efficient money movement. With stablecoin-enabled corporate cards, payout solutions, and expense management tools, we streamline financial operations and empower businesses to scale. Our APIs enable businesses to embed finance into their own products and services, from issuing Visa cards to facilitating cross-border payments. Reap is supported by a strong network of investors, including Acorn Pacific Ventures, Arcadia Funds, HashKey Capital, Hustle Fund, Fresco Capital, Abacus Ventures, and Payment Asia. APAC Location: Remote (APAC) Team: CX — Technical Support (TAM) Shift: Standard APAC business hours (9:00 AM – 6:00 PM HKT) Your Responsibilities Own L2/L3 technical support across all product lines during the APAC 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 APAC 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 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 Ownership-driven: you don’t wait to be asked, you don’t drop things, and you don’t consider a ticket done until the client does 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 Fluent English required; Mandarin is required for APAC client coverage (Cantonese is a plus) 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 Benefits you'll enjoy A vibrant, inclusive and international work culture Generous annual leave to relax and recharge, plus public holidays Health insurance budget to keep you covered Be part of a fast-growing global team Flexible remote work environment with a global, collaborative team Home office equipment budget Your own Corporate Reap Card — no more out-of-pocket spending Additional benefits that keep growing over time After submitting your application, please check your inbox for a confirmation email. If you don't see it, kindly check your spam or junk folder and adjust your settings to ensure future communication reaches your inbox. Department Customer Experience Locations Hong Kong, Malaysia, Singapore, Taiwan Remote status Hybrid About Reap Reap is a leading global payment technology provider that enables financial connectivity and access for businesses worldwide. By merging traditional finance with digital assets, bridging disparate economies, and connecting key financial players, we are transforming the financial landscape into a more interconnected and interoperable space for efficient money movement. With stablecoin-enabled corporate cards, payout solutions, and expense management tools, we streamline financial operations and empower businesses to scale. Our APIs enable businesses to embed finance into their own products and services, from issuing Visa cards to facilitating cross-border payments. Reap is supported by a strong network of investors, including Acorn Pacific Ventures, Arcadia Funds, HashKey Capital, Hustle Fund, Fresco Capital, Abacus Ventures, and Payment Asia.