Customer Support Engineer

About Lago

At Lago, we're on a mission to make Monetization simpler for tech companies.

As the leading open-source billing platform, we help businesses build flexible pricing models and scale with confidence. We've raised over $22 million in funding from top-tier investors including Y Combinator and FirstMark .

Our platform has garnered around 10K stars on GitHub , a testament to our active and growing developer community. Companies such as PayPal, CoreWeave, Synthesia, and Mistral.ai choose Lago for their billing. And we have barely spent any money on Marketing or Ads so far.

We're a team of ambitious, focused individuals who solve hard problems with excellence and accountability. At Lago, we value reliability and proactivity . We trust each other to own tasks, drive them to completion, and continuously improve them. While we encourage you to try fast and “fail fast” , we also expect you to learn fast : make mistakes, but don't make the same one twice.

If you're excited by challenges and want to grow alongside a high-performing, supportive team, this is the place for you.

Overview

This role is the entry point into Lago's customer support track. As a Customer Support Engineer, you are the first voice our customers hear. You ensure they feel supported, their issues are validated, and their needs are met with clarity and care. The position is focused on responsiveness, triage, and SLA compliance, but its real impact lies in making customers feel heard while strengthening the foundation of our support system.

What You'll Be Doing

• Acknowledge and triage support tickets within SLA timelines

• Validate tickets for completeness, including reproduction steps, environment details, and logs

• Provide solutions or workarounds for known issues

• Reproduce reported bugs, document findings, and escalate when appropriate

• Act as the communication bridge between customers and engineering teams, keeping both sides informed with clarity and empathy

• Suggest product solutions internally and appropriate communication approaches externally

• Contribute ideas and actions to improve documentation, processes, product, and the overall customer experience

• Participate in a scheduled on-call rotation for critical (Sev 1) customer issues outside standard business hours, including evenings and weekends, in accordance with local labor laws and the terms of your employment contract
  

Who You Are

• A clear and empathetic communicator, organised and detail-oriented

• Comfortable troubleshooting APIs, integrations, and data queries

• A self-learner who regularly dives into product documentation and technical concepts

• Energised by handling multiple projects in a SLA-driven environment

• Motivated by contributing to both the customer experience and the systems that power it

• Driven by intellectual curiosity, operational excellence, and making a tangible difference for customers

Who You're Not

• You are not dismissive of repetitive questions — you treat them as signals for improving processes, documentation, or product clarity

• You are not afraid to escalate or admit when you don't know, but you always make the effort to learn first so that the next time you respond more effectively

• You are not anxious about technical concepts — even if you are not a software engineer by training, you are curious about how engineers think and motivated to get into the weeds of technical discussions

• You are not satisfied with just closing tickets — you care about the systemic improvements behind every interaction

Requirements

• 2-3+ years of experience in a customer-facing role (support, technical support, implementation, customer success, or similar). Exceptional entry-level candidates with strong aptitude will also be considered.

• Familiarity with APIs, integrations, data queries, and pipelines — you don't need to be an engineer, but you should be comfortable learning technical concepts, and we expect you to have tested our product before we speak

• Strong written and verbal communication skills, with the ability to explain complex issues clearly and simply

• Proven organisational skills and the ability to manage multiple requests and projects simultaneously

• Curiosity, adaptability, and a demonstrated ability to learn new tools and processes quickly

• Fluency in English (other languages are a plus if you support customers globally)

Nice to have

• Experience in a startup environment, ideally a devtool

• Prior exposure to issue tracking or support systems (e.g. Zendesk, Jira, Intercom, or similar)

• Basic troubleshooting experience (logs, testing steps, reproducing bugs) and SQL skills

Why Join Lago?

• Work with top-tier talent : Join a lean, high-impact team that values clarity, speed, and craftsmanship

• Shape the future of fintech : Be part of a fast-growing company building the best open-source billing platform

• Remote-friendly : Work from anywhere in Europe

• Competitive package : Competitive salary and stock options

• Make an impact : Your work will immediately matter — helping real customers succeed with our billing infrastructure from day one

Ready to Build with Us?
If you're excited about joining a high-talent team to solve meaningful problems and help businesses thrive, we'd love to hear from you. Apply today and let's build something remarkable—together.

Location type: Remote
Primary Location: Remote Europe
Team: Post-Sales
Work Type: Full Time/Permanent Contract
Salary: 50,000–70,000 EUR per year

(Applicants must be based in the location specified for this role. Applications from other locations will not be considered.)