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 and data pipelines 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, allowing for a more enjoyable dev experience, and 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, IT, MX, IE).
Requirements
We are seeking a proactive and tech-savvy individual to join our team as an L1 Support Engineer. The ideal candidate will possess a strong willingness to learn and a basic understanding of technologies such as Docker and AWS. This role requires excellent English communication skills and the ability to effectively handle and triage non-technical as well as technical issues and provide exemplary customer support.
What you will do?
You will utilize your problem-solving and communication skills to help LocalStack users be successful with our product.
Specifically, you will be able to:
- Triaging technical issues and following up with customer to collect all required information
- Providing customers with step-by-step guidance and samples to resolve issues
- Prioritize, categorize, and escalate issues to L2 support
- Suggest relevant documentation to assist customers in troubleshooting
- Capture missing documentation to facilitate continuous improvement
- Handle non-technical, operational issues. That includes, but, is not limited to account and subscription management
- Manage cases throughout the entire L1 support lifecycle
- Help to shape our product
- Assist our LocalStack team with internal support
Your profile
Communication and Customer-service:
- Demonstrate strong English communication skills
- A strong focus on customer experience and satisfaction by understanding their needs, resolving issues promptly, and offering proactive solutions
- Understanding of first-level support processes
- Experience in a technical support or customer-facing role is a plus, but not a necessity
Technical Skills:
- Understand software engineering processes and basic IT concepts
- Basic understanding of Cloud technologies
- Strong attention to detail
Teamwork and Self-Management:
- Demonstrate flexibility and adaptability to meet ever-changing customer needs
- Good time management skills
- Able to follow the established processes
- Able to work independently and collaboratively in a fast-paced environment
- Desire to learn and adapt to new technologies
Nice-to-have
- Previous experience in customer facing roles
- Experience with ticketing systems and support tools (e.g., HubSpot, Jira, Zendesk)
- Understanding of operating systems (Linux, macOS, Windows)
- Familiarity with cloud services (AWS, GCP, or Azure)
- Experience working in a remote or distributed team environment
Benefits
- Competitive salary
- Opportunities for professional development and training
- Dynamic and collaborative work environment
- Flexible work arrangements
