Support Engineer - REMOTE

WorksHub; Paris; À distance; EUR 45 000 - 65 000; Plein temps

Résumé du poste

A leading company is seeking a Support Engineer to improve product reliability and assist users with backend engineering issues. This role involves debugging production systems, contributing code fixes, and enhancing support workflow through tools and documentation. Ideal candidates will possess strong technical abilities and experience with Ruby on Rails and PostgreSQL.

Qualifications

• 3+ years of experience as a backend engineer.
• Strong experience with Ruby on Rails, PostgreSQL, Sidekiq, and Redis.
• Excellent communication and documentation skills.

Responsabilités

• Investigate and resolve complex support cases.
• Contribute to the Lago codebase and improve system reliability.
• Maintain support documentation and collaborate with other teams.

Connaissances

Debugging production systems

Technical documentation

Ruby on Rails

PostgreSQL

Sidekiq

Redis

REST APIs

SQL queries

Description du poste

We’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.

Responsibilities

• Investigate, debug, and resolve technically complex support cases from users running Lago in production
• Reproduce issues locally, inspect logs and database state, and propose or apply code fixes as needed
• Contribute directly to the Lago codebase (Ruby, PostgreSQL, Sidekiq) to resolve bugs, close edge cases, or improve reliability
• Write internal tools, diagnostics, or scripts that improve the support workflow and user troubleshooting
• Improve the resiliency of the system based on user feedback and incident patterns
• Maintain and improve support documentation, debug runbooks, and postmortem processes
• Collaborate closely with Product and Engineering on prioritizing bug fixes and technical debt surfaced through support

Requirements

• 3+ years of experience as a backend engineer, ideally in infrastructure, billing, or API-heavy products
• Strong experience with Ruby on Rails , PostgreSQL , Sidekiq , and Redis
• Skilled in debugging production systems — from stack traces to SQL queries to logs
• Comfortable navigating large codebases and contributing meaningful patches
• Understanding of REST APIs, authentication flows, webhooks, and asynchronous jobs
• Excellent written communication and technical documentation skills
• Located in European time zones
• Bonus : experience working with open-source developer tooling or supporting self-hosted deployments