L1 Technical Support Representative

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.