Technical Support Engineer (TSE L2)

We are a young, fast-growing startup building cutting-edge technology to revolutionize cloud development processes and support highly efficient dev&test feedback loops. At its core, LocalStack provides a high-fidelity emulator and local cloud development platform - imagine developing cloud applications entirely on your local machine within a lightweight cloud sandbox running in Docker. Our mission is to empower developers to rapidly build and test their cloud applications, saving valuable time and resources. LocalStack has a large and active open source community (51k+ stars on GitHub) with several 100k active users worldwide and 200M+ downloads to date. With a growing international customer base across Fortune Global 500 companies for our advanced enterprise offerings, as well as a growing, globally distributed team of top-notch engineers and GTM experts, we are on an exciting growth journey to become the world’s leading platform for local cloud software development. LocalStack is headquartered in Zurich/Switzerland, with a development office in Vienna/Austria and remote team members from around the world (incl. US, FR, UK, IN, MX, IE).

About the role

We are seeking a skilled and proactive individual to join our team as an L2 Support Agent. As an L2 Support Agent, you will play a crucial role in troubleshooting and resolving complex technical issues. You will work closely with our engineering teams to investigate and reproduce customer-reported issues, provide detailed information for bug fixes, and ensure high levels of customer satisfaction.

What you will do

You will utilise your technical problem-solving and communication skills to help LocalStack users be successful with our product.
Specifically, you will be able to:

Collaborate with the development team to troubleshoot and resolve complex technical issues while providing step-by-step guidance and samples.

Work hands-on with LocalStack users to help them get the most out of the platform

Reproduce customer reported issues and capture the reproduction steps identifying root cause of the issue.

Create reproduction samples to facilitate ticket resolution by engineering.

Suggest relevant documentation to assist customers in troubleshooting.

Capture missing documentation to facilitate continuous improvement.

Manage cases throughout the entire support lifecycle

Help to shape our product

Assist our LocalStack team with internal support

Your profile

Basic Prerequisites

Communication and Customer-service:

Demonstrate strong English communication skills to convey technical concepts clearly and concisely.

A strong focus on customer experience and satisfaction

Understanding of support processes

Experience in technical or customer-facing role is a plus

Technical Skills:

Comprehensive understanding of cloud technologies (AWS, GCP, Azure)

Basic scripting and programming experience (Python, PowerShell, Bash, etc.)

Use of developing tooling (Terraform, Serverless, Pulumi, AWS SDK, etc.)

Understanding of operating systems (Linux, macOS, Windows)

The ability to read and analyse application logs

Strong attention to details

Teamwork and Self-Management:

Strong organisational skills with attention to detail.

Ability to work collaboratively with cross-functional teams

Ability to manage multiple tasks and prioritize effectively.

Willingness to learn

Nice-to-have

Previous experience in a technical support role or similar.

Experience with debugging tools and methodologies.

Experience working with Git and GitHub

Experience with using containerisation technologies (Docker, Kubernetes)

AWS certification (e.g., AWS Certified Solutions Architect, AWS Certified Developer)

What We Offer

As a Support Engineer in LocalStack, you will have the opportunity to work with cutting-edge technologies and help customers to achieve success with our platform. In our rapidly growing company, we offer exceptional opportunities for professional development and the chance to have a significant impact on our future success.In addition to a competitive salary and flexible working environment, we offer a bonus system called “LocalStack Perks” which nurtures your performance. Furthermore, we provide a generous vacation policy to ensure you have enough time to recharge.Join our team and shape the future of cloud software development!
We provide a remote-friendly work environment, and can accommodate flexible work hours (and timezones). We focus on output rather than process, and try to keep things as lean and agile as possible, to achieve the best possible efficiency and velocity. We are currently working in a remote setup spread across different geos - with part of the core team based in Zurich/Switzerland and Vienna/Austria, and remote locations around the world.

Apply

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