Technical Support Representative (TSR L1)

About LocalStack

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 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 utilise your technical 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.
Prioritise, categorise, 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

Basic Prerequisites

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.

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!

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If you think this could be a good match, please fill out the job application form by clicking on the "Apply Now" button below.

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