Who We Are:

Reap is reimagining global financial infrastructure — building seamless, borderless money movement for modern businesses. As a fast-growing payment technology scale-up, we connect traditional finance with digital assets to power the next generation of corporate finance. Our platform enables companies to scale faster, operate smarter, and stay in control.

Who you are:

As a Customer Success Engineer, VIP Support Squad, you’ll be the technical lead for some of our most strategic, high-value clients. These customers rely on our API-first product to power critical business operations — and you’ll be there to ensure smooth integrations, fast resolutions, and deep confidence in our platform.

You’ll work closely with Implementation, Product and Engineering teams to provide a white-glove support experience — owning complex issues end-to-end, and building lasting trust through responsiveness, technical insight, and consistency. You’ll be the escalation point for urgent or nuanced cases, handling high-stakes situations with precision and care.

This is a role for someone who thrives in high-impact environments, loves getting close to both the customer and the product, and wants to be part of a lean, focused team solving real problems for real users — fast.

What you’ll do:

Act as the technical lead for a portfolio of VIP clients, troubleshoot and resolve complex issues across infrastructure, product, and workflow layers, collaborating closely with Engineering and Product as needed.

Join regular client calls alongside Customer Success and Relationship Managers, proactively advising clients and preempting technical challenges.

Triage and manage technical escalations with urgency and clarity, ensuring timely communication and resolution across internal teams.

Contribute to customer-facing documentation and internal runbooks, particularly for complex or custom workflows.

Partner with internal teams to advocate for client needs — providing structured feedback, supporting incident postmortems, and shaping support strategy for high-touch accounts.

Continually improve the client experience by identifying tooling gaps, support inefficiencies, and automation opportunities — and helping close them.

What’ll you’ll need to be successful:

Business level English and Mandarin (non-negotiable)

6+ years in technical support, solutions engineering, or implementation within a software, fintech, or payments environment

Experience working directly with enterprise or high-value clients in a fast-paced setting, ideally in fintech or API-first companies

Familiarity with REST APIs, authentication protocols, error handling, and developer tools like Postman, logs, and curl

Strong communication and collaboration skills — able to build trust with clients and internal stakeholders alike

Comfort managing multiple priorities and working across functions to drive resolution

Highly organised and detail-oriented, with a bias toward ownership and follow-through

Ability to stay calm under pressure and think clearly during incidents or escalations

It would also be helpful if you have (optional):

Previous payment industry experience
Experience working a fully remotely capacity in a 24x7 environment