At a Glance
- Tasks: Provide top-notch technical support and build strong client relationships in a dynamic fintech environment.
- Company: Join Reap, a forward-thinking company revolutionising financial infrastructure for modern businesses.
- Benefits: Enjoy flexible remote work, competitive salary, and a stipend for your home office setup.
- Other info: Opportunities for growth into client ownership and product influence in a global team.
- Why this job: Be part of a team that leverages AI to enhance client experiences and drive innovation.
- Qualifications: 5+ years in a technical role with client exposure; strong problem-solving and communication skills required.
The predicted salary is between 60000 - 75000 £ per year.
About Reap
Reap is building financial infrastructure for modern businesses. Our products help companies issue cards, move money, manage payments, and scale financial operations across markets.
As our products and client base grow, the journey from sales to activation is becoming more technical and more important. We are looking for a Forward Deployed Engineer who can help clients go from “interested” to “live and successful” faster, with the right technical guidance along the way.
About the team
The 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 agents 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.
Location: Remote (EMEA)
Team: CX — Technical Support (TAM)
Shift: EMEA business hours. This team operates 24/5; weekend and public holiday coverage is handled via on-call rotation.
Your Responsibilities
- Own L2/L3 technical support across all product lines during the EMEA 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 EMEA 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; own EMEA-window timeline documentation and client communication during incidents.
- 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.
- Client-first ownership — this is the most important quality we hire for. You care deeply about the outcome for the client, not just the ticket status. You don't consider something done until the client's problem is actually solved. You don't wait to be asked, you don't drop things, and you don't hide behind process when a client is stuck. When something is unclear, you go find the answer. When something is taking too long, you chase it. The client's problem is your problem until it isn't anymore.
- 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.
- Comfortable working the EMEA shift (approx. 4 PM – 1 AM HKT) including occasional weekend rotation.
- 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.
Technical Customer Engineer (EMEA) employer: Reap
Reap is an exceptional employer that fosters a collaborative and innovative work culture, particularly for the Remote Forward-Deployed Engineer role. With a focus on employee growth, we offer extensive training and development opportunities, ensuring you can thrive in your career while working with cutting-edge fintech solutions. Our remote setup allows for flexibility, enabling you to engage with clients across EMEA seamlessly, all while being part of a supportive team dedicated to making a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Customer Engineer (EMEA)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Reap. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Reap before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Technical Customer Engineer (EMEA)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Reap:Your cover letter is your chance to shine! Tell us why you want to work at Reap specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Reap!
How to prepare for a job interview at Reap
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
