Backend Engineer (Customer Support Focused)
Overview
At Lago, Support Engineers are core engineers operating at the edge of production. They debug real customer environments, ship fixes, and ensure Lago runs reliably at scale.
Job Description
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.
Responsibilities
- - Investigate, reproduce, and resolve production issues across Lago's stack: Rails backend, APIs, integrations, and React front-end
- - Ship code-level fixes or patches directly to production, in collaboration with Core Engineering when needed
- - Perform root-cause analysis for incidents and propose preventive improvements
- - Review customer or partner pull requests (e.g. private billing integrations) and ensure safe merges
- - Contribute to observability by improving logs, tracing, and alerting coverage
- - Participate in post-mortems, reliability reviews, and debugging playbook improvements
- - Mentor L1/L2 Support engineers on debugging, reproducibility, and communication best practices
- - Build or enhance internal tools and automations to prevent recurring issues
- - 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
Required Skills
- - An experienced Ruby on Rails engineer (or strong polyglot dev eager to master Rails)
- - Familiar with PostgreSQL, Redis, Sidekiq, and Kafka
- - Skilled at debugging production systems: reading logs, tracing jobs, inspecting payloads, and writing diagnostic scripts
- - Comfortable with React front-end debugging (or eager to learn it)
- - Understands APIs, data consistency, and event-driven architecture
- - Calm under pressure and clear in communication, especially during incidents
- - Obsessed with prevention, documentation, and reliability
Benefits
- - 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
About the company
Lago is an AI-native billing platform designed to help companies manage complex pricing models with transparency and flexibility. Founded in 2021 and headquartered in Paris, Lago provides a unified system for handling subscriptions, usage-based billing, and hybrid pricing structures, enabling businesses to support both self-serve and enterprise sales workflows in a single platform. The platform synchronizes customer and billing data across existing business tools such as payment providers, CRMs, accounting systems, and ERPs, helping teams maintain accurate financial operations without fragmented systems. As an open-source alternative to solutions like Stripe Billing, Chargebee, and Recurly, Lago focuses on giving engineering and finance teams greater control over metering, pricing logic, and billing infrastructure while scaling with growing product complexity.
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