Technical Customer Engineer

As a Technical Customer Engineer, you’ll own complex technical support and client-facing problem solving across a global fintech environment. You’ll operate at the L2/L3 level, investigating issues across APIs, transaction data, account systems, and observability tools. The role combines deep technical troubleshooting with long-term client partnership, ensuring problems are resolved rather than simply closed. You’ll work closely with Engineering, Product, and Customer teams to turn client issues into actionable improvements and identify risks before they become incidents. The team operates globally and asynchronously, with meaningful exposure to payments, card issuing, KYC, and API integrations. You’ll also have opportunities to build internal tools and improve investigation workflows using modern AI-assisted development practices. This is a high-ownership role for someone who enjoys technical complexity, client interaction, and having a direct influence on product quality. Accountabilities

• Own L2/L3 technical support during EMEA business hours, taking complex client issues from initial triage and investigation through resolution and follow-up.
• Investigate technical issues across multiple systems, using transaction data, API logs, account information, and observability platforms to identify root causes accurately.
• Diagnose and reproduce API and integration issues using tools such as Postman, curl, SQL, and system logs.
• Lead Engineering escalations by preparing structured evidence, technical sub-tickets, and clear summaries of client impact so engineering teams can act efficiently.
• Build trusted relationships with clients by providing clear technical guidance, proactive communication, and end-to-end ownership of their issues.
• Identify recurring support patterns, product gaps, integration risks, and potential incidents, proactively sharing findings with Engineering and Product teams.
• Act as a bridge between clients, Customer teams, Engineering, and Product by translating technical issues into clear business and customer context.
• Create and continuously improve runbooks, escalation procedures, troubleshooting guides, and knowledge base documentation.
• Participate in high-priority incident response, maintaining accurate timelines and coordinating client communication during critical incidents.
• Adopt and improve AI-assisted investigation workflows, using AI tools to increase efficiency and developing practical solutions that can benefit the wider technical support team.
• Build or contribute to internal tools and workflows using AI coding assistants and modern development technologies.

• 5+ years of experience in a technical, client-facing role such as L2/L3 technical support, solutions engineering, implementation engineering, Technical Account Management, or forward-deployed engineering, ideally within B2B SaaS or fintech.
• Strong technical troubleshooting capabilities, including experience working with REST APIs, reproducing issues through Postman or curl, writing basic SQL queries, and interpreting application and system logs.
• Demonstrated ability to take full ownership of client problems, proactively investigate issues, follow through on escalations, and remain accountable until a solution is reached.
• Strong client-facing communication skills, with the ability to explain technical problems clearly to technical and executive stakeholders, including CTOs and CEOs.
• Experience working in global or 24/7 support environments with cross-time-zone collaboration and structured handoffs.
• Comfortable working EMEA business hours and participating in an occasional weekend and public holiday on-call rotation.
• Familiarity with observability and monitoring platforms such as New Relic, Datadog, or similar tools.
• Strong written and verbal English communication skills and the ability to collaborate effectively with distributed teams.
• A proactive, investigative mindset with strong judgment, prioritization, and problem-solving abilities.
• Experience with payments, card issuing, stablecoins, open banking, or other fintech infrastructure is a plus.
• Familiarity with PCI DSS or other financial services compliance environments is advantageous.
• Experience creating internal tooling, runbooks, knowledge systems, or technical enablement resources is beneficial.
• Comfortable using AI tools regularly for technical investigation, workflow automation, coding, and problem solving.

• Fully remote work within a global, distributed team spanning EMEA, APAC, and the Americas.
• Flexible working environment designed around collaboration across multiple time zones.
• Opportunity to take ownership of meaningful client relationships and contribute directly to product and engineering improvements.
• Clear growth opportunities toward broader technical client ownership and increased product influence.
• Exposure to complex fintech infrastructure, including payments, card issuing, financial operations, KYC, and API integrations.
• Opportunities to work extensively with AI-assisted investigation, automation, and development tools.
• Reap Card stipend and remote setup allowance.
• Collaborative environment with significant autonomy and visibility across the organization.
• Opportunity to work with modern data, observability, and engineering tooling while solving complex technical problems at scale.