Remote Support Engineer

il y a 4 jours


Paris, France WorksHub Temps plein

About LagoOUR VALUESAmbition: we aim big, because otherwise, where is the fun?Progress: we care more about the grit, the steep learning curve, the resilience and creativity muscles, than the current status or where you come from.Humble confidence: we know our strengths and always strive for excellence, but we also know there’s so much we don’t know yetPay it forward: we’ve all started somewhere, people gave us a hand when we needed one, we don’t forget this, and reinforce this positive cycleNot taking ourselves too seriously: we are ambitious, restless learners and hustlers, but at the end of the day, our health (physical and mental), and our loved ones are what matter the most.About the roleWe’re hiring a Support Engineer to join our Product team.This is a backend engineering role focused on production-grade problem solving for real users. You’ll act as the technical first responder for product and infrastructure issues — working with engineers using Lago in complex environments, reproducing and debugging issues at the source code level, and contributing code or fixes where necessary.You’ll bridge user success and product reliability: part engineer, part investigator, and part maintainer. This is not a triage role — you’ll be writing code, reviewing logs, running local instances, reading database states, and helping move the product forward through real-world use.ResponsibilitiesInvestigate, debug, and resolve technically complex support cases from users running Lago in productionReproduce issues locally, inspect logs and database state, and propose or apply code fixes as neededContribute directly to the Lago codebase (Ruby, PostgreSQL, Sidekiq) to resolve bugs, close edge cases, or improve reliabilityWrite internal tools, diagnostics, or scripts that improve the support workflow and user troubleshootingImprove the resiliency of the system based on user feedback and incident patternsMaintain and improve support documentation, debug runbooks, and postmortem processesCollaborate closely with Product and Engineering on prioritizing bug fixes and technical debt surfaced through supportRequirements3+ years of experience as a backend engineer, ideally in infrastructure, billing, or API-heavy productsStrong experience with Ruby on Rails, PostgreSQL, Sidekiq, and RedisSkilled in debugging production systems — from stack traces to SQL queries to logsComfortable navigating large codebases and contributing meaningful patchesUnderstanding of REST APIs, authentication flows, webhooks, and asynchronous jobsExcellent written communication and technical documentation skillsLocated in European time zonesBonus: experience working with open-source developer tooling or supporting self-hosted deployments #J-18808-Ljbffr


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