Customer Support Engineer

About the role

Lago is looking for a Customer Support Engineer to be the first point of contact for its users. You will ensure tickets are acknowledged, triaged, and resolved within SLA targets while providing clear, empathetic communication.

Key responsibilities

• Acknowledge and triage support tickets within SLA timelines.
• Validate ticket completeness, including reproduction steps, environment details, and logs.
• Provide solutions or workarounds for known issues and reproduce reported bugs.
• Document findings and escalate complex problems to engineering teams.
• Act as a communication bridge between customers and internal teams, keeping both sides informed.
• Suggest product improvements and help refine documentation and processes.
• Participate in an on‑call rotation for critical (Sev 1) incidents outside standard business hours.

Required profile

• Clear, empathetic communicator with strong organizational skills.
• Detail‑oriented and comfortable working in an SLA‑driven environment.
• Self‑learner who regularly dives into product documentation and technical concepts.
• Motivated to improve both customer experience and internal support systems.

Required skills

• APIs
• Integrations
• Data queries