About ReapReap 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.About the teamThe 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.LATAMLocation:Remote (LATAM)Team:CX — Technical Support (TAM)Shift:LATAM business hours (approx. 9:00 AM – 6:00 PM CST / 10:00 PM – 7:00 AM HKT)Your ResponsibilitiesOwn L2/L3 technical support across all product lines during the LATAM shift — triaging, investigating,



and resolving complex client issues end-to-end with full ownershipLead 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 precisionDrive 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-forthBuild and maintain real relationships with LATAM clients — not just ticket resolution, but genuine technical partnership over timeSpot patterns across tickets and client behaviour; proactively surface product gaps, recurring issues, and integration risks to Engineering and Product before they become incidentsCollaborate actively across CG, Engineering, and Product — be the person who bridges technical reality and client contextContribute to and improve runbooks, escalation playbooks, and knowledge base articlesParticipate in P0/P1 incident response via incident.ioAdopt and push forward AI-assisted investigation workflows — use the tools, improve them, and share what worksBuild internal tools for the CX/TCX team using AI coding tools (Claude Code, Cursor, or similar)Your Star Qualities5+ years in a technical role with direct client exposure — L2/L3 support, solutions engineering, implementation engineering, or forward deployed engineering in B2B SaaS or fintechGenuinely 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-holdingOwnership-driven: you don't wait to be asked, you don't drop things, and you don't consider a ticket done until the client doesClient-facing confidence: you can hold a conversation with a CTO or CEO about a technical failure, communicate clearly under pressure,



and build trust over timeFluent Spanish required; Portuguese is a strong plus for Brazil coverageComfortable working the LATAM shift including occasional weekend rotationExperience in a 24/7 support team with cross-timezone handoffsFamiliarity with observability tooling — New Relic, Datadog, or similarNice to HaveExperience in payments, card-issuing, stablecoins, or open bankingExposure to a CSE, TAM, or forward deployed engineering roleExperience building or contributing to internal tooling, runbooks, or knowledge systemsPrior exposure to PCI DSS or fintech compliance environmentsAI-native: you use AI tools daily and can build simple workflows or tools using themThe Growth PathThe 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 HereA role with genuine scope and a clear growth path into client ownership and product influenceA team that uses AI seriously — Claude for investigation workflows, Snowflake Cortex for data, Lorikeet for client-facing automation — and expects you to push it furtherFlexible remote work environment with a integral team across APAC, EMEA, and the AmericasReap Card stipend and remote setup allowanceBenefits you'll enjoyA vibrant, inclusive and international work cultureGenerous annual leave to relax and recharge, plus public holidaysHealth insurance budget to keep you coveredBe part of a fast-growing global teamFlexible remote work environment with a global, collaborative teamHome office equipment budgetYour own Corporate Reap Card — no more out-of-pocket spendingAdditional benefits that keep growing over timeAfter 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.

📌 Technical Customer Engineer (Latam) (México)
🏢 Reap
📍 México