USD per year
Lago - Customer Support Engineer (L1)
Location
Remote Europe
Contract type
Full-time
Work Mode
Remote
Department
Product Engineering
About Lago
At Lago, we're on a mission to make billing simpler, more transparent, and more adaptable for SaaS companies. As the leading open-source billing platform, we empower businesses to 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, reflecting strong confidence in our vision and growth. Our platform has garnered over 9,000 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. We're a team of ambitious, focused individuals who work together to solve hard problems with excellence and accountability. At Lago, we value reliability and proactivitywe trust each other to own tasks, drive them to completion, and adapt quickly. 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,...
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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