L1 Technical Support Representative

hace 1 mes

Ciudad de México LocalStack A tiempo completo

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.

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