USD per year
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 should be comfortable learning technical concepts; expected to have tested product before interview
- Strong written and verbal communication skills; ability to explain complex issues clearly and simply
- Proven organisational skills; ability to manage multiple requests/projects simultaneously
- Curiosity adaptability; demonstrated ability to learn new tools/processes quickly
- Fluency in English (other languages are a plus if supporting customers globally)
Nice to have:
- Experience in startup environment (ideally devtool)
- Prior exposure to issue tracking/support systems (Zendesk Jira etc.)
- Basic troubleshooting experience (logs reproducing bugs) & SQL skills
Why Join Lago?
- Work with top-tier talent: lean high-impact team valuing clarity speed & craftsmanship
- Shape future of fintech: fast-growing company building best open-source billing platform
- Remote-friendly: Work from anywhere in Europe
- Competitive package: Competitive salary & stock options
- Make an impact: Your work immediately matters helping real customers succeed from day one
Lago is the AI-native billing platform that gives teams full transparency, control and flexibility to manage and scale any pricing model. It helps engineering and business teams collaborate on complex billing through the API and a visual interface. Lago supports hybrid plans, usage-based billing, custom contracts, prepaid credits, entitlements, coupons, and more. It offers enterprise-grade security, flexible deployment options including self-hosting, open-source code, and extensive integrations with payment providers, accounting systems, CRMs, ERPs, and other tools.
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