L2 Technical Support Engineer

Job Description

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 skilled and proactive individual to join our team as an L2 Support Engineer. As an L2 Support Engineer, 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 the 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

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

Technical Skills:

• Comprehensive understanding of cloud technologies (AWS, GCP, Azure)
• Basic scripting and programming experience (Python, PowerShell, Bash, etc.)
• Use of developing tooling (e.g. Terraform, Serverless, Pulumi, AWS SDK, etc.)
• Understanding of operating systems (Linux, macOS, Windows)
• Knowledge of databases and DB concepts (e.g. SQL, or NoSQL solutions)
• 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)
• Familiarity with big data and distributed systems concepts (e.g., Hadoop, Spark, Kafka, Cloud data warehousing).
• AWS certification (e.g., AWS Certified Solutions Architect, AWS Certified Developer)

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 provide a generous holiday policy to ensure you have enough time to recharge. Join our team and shape the future of cloud software development!

Benefits

• Competitive salary
• Opportunities for professional development and training.
• Dynamic and collaborative work environment.
• Flexible work arrangements.