Technical Support Specialist

hace 4 semanas

Ciudad de México, Ciudad de México LocalStack A tiempo completo
Technical Support Representative

We are a fast-growing startup building innovative technology to revolutionize cloud development processes and support efficient dev&test feedback loops. 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 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, we are on an exciting growth journey to become the world's leading platform for local cloud software development.

As a Technical Support Representative, you will utilize your problem-solving and communication skills to help LocalStack users be successful with our product.

Key Responsibilities:
  • Triage technical issues and follow up with customers to collect all required information.
  • Provide 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, including account and subscription management.
  • Manage cases throughout the entire L1 support lifecycle.
  • Assist our LocalStack team with internal support.
Requirements:
  • 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 established processes.
  • Able to work independently and collaboratively in a fast-paced environment.
  • Desire to learn and adapt to new technologies.
Benefits:
  • Competitive salary.
  • Opportunities for professional development and training.
  • Dynamic and collaborative work environment.
  • Flexible work arrangements.

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