Customer Support Engineer (L1) - Remote Eligible

Customer Support Engineer

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 Do:

• Provide solutions or workarounds for known issues.
• Reproduce reported bugs, document findings, and escalate when appropriate.
• Act as the communication bridge with customers and engineering teams, keeping both sides informed with clarity and empathy, including:
• Acknowledging and triaging support tickets within SLA timelines
• Validating tickets for completeness, including reproduction steps, environment details, and logs
• Suggesting product solutions internally and appropriate communication approaches externally
• Contribute ideas and actions to improve documentation, processes, product and the overall customer experience (including the developer experience) and the "post-sales" department

Who You Are:

• A clear and empathetic communicator, organized and detail-oriented.
• Comfortable troubleshooting APIs, integrations, and data queries.
• A self-learner who regularly dives into product documentation and technical concepts.
• Energized by handling multiple projects (internal, external, etc.) 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; instead, 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.

Requirements:

• 1–2 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 out our product before we speak.
• Strong written and verbal communication skills, with the ability to explain complex issues clearly and simply.
• Proven organizational 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:

You'll join a lean, high-impact team that values clarity, speed, and craftsmanship. Your work will immediately matter: helping real customers succeed with our billing infrastructure. You'll help shape processes, tools, and culture from the ground up, not just plug into a rigid system. If you love debugging complex systems, delighting developers, and scaling operations from zero to hundreds of customers: this is for you.

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.