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L2 Support Engineer at LocalStack. We are a fast-growing Series A startup building cutting-edge technology to revolutionize cloud development processes and support highly efficient dev&test feedback loops. We’ve closed our last $25mil round in Q4 2024, led by Notable Capital, CRV and Heavybit.. 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 (57k+ stars on GitHub) with over 100k active users worldwide and 290M+ downloads to date. Our customer base ranges from SMBs to Global Fortune 500 companies.. We are sustainably growing our globally distributed team across sectors. LocalStack is headquartered in Zurich/Switzerland 🇨🇭, with a main engineering office in Vienna/Austria 🇦🇹 and remote team members from 🇺🇸the US, 🇫🇷FR, 🇬🇧UK, 🇨🇦CA, 🇪🇸ES, and many more countries.. This is the right opportunity for a person with 2–4 years in a technical support role, experience in handling complex customer issues in a production environment, a strong background in API design and build, as well as a strong background in debugging distributed systems and cloud-based architectures. ✅ What you will be working on/responsible for. . Ensure reliable L2 support coverage for US-based customers, balancing workload with existing team structure.. . Work independently investigate and resolve customer issues, including reproducing complex scenarios using various technologies.. . Respond to and resolve a majority of tickets during US hours without delay or handover bottlenecks.. . Deliver consistently strong communication with customers: Use clear, empathetic, and professional communication—both written and verbal—to manage customer interactions and maintain a high standard of service.. . Over time, evolve into a go-to resource within the team, helping others and contributing to onboarding, documentation, or process improvements.. . Gain working knowledge of at least one new or upcoming product (e.g., Snowflake or Azure) to prepare for future support demands as the company expands to a multi-product model.. . ✅ Experience we expect you to bring to the role. . Proficient in Python (required). . Strong expertise in AWS (required). . Knowledge of PowerShell, Bash, or other scripting languages (advantageous). . Experience with tools such as Terraform, Pulumi, AWS CDK/SDK. . Strong understanding of Linux, macOS, and Windows. . Skilled in reading and analysing logs to identify and reproduce issues. . Familiarity with relational and non-relational database systems. . Excellent written communication (ticket responses, documentation). . Strong verbal communication skills for screen-sharing sessions and live troubleshooting. . Familiarity with Snowflake (Nice to have). . 🪢 Values we hold in LocalStack. . care: we create with compassion. We prioritize empathy and understanding in every interaction. By genuinely caring for our team, customers, and community, we create an environment where people thrive and impactful work flourishes. . ownership: we own the outcome. We take responsibility for our work and are passionate about its impact. We foster autonomy, inspire ambition, encourage ownership, and empower everyone to unlock their potential and make an impact.. . openness: we build trust together. We build trust through open communication and honest feedback. By sharing ideas and embracing diverse perspectives, we create stronger, more connected teams that work toward shared goals.. . courage: we dare to innovate. We embrace bold challenges and take calculated risks to move the needle. We step outside our comfort zones, experiment fearlessly, and turn setbacks into springboards for growth.. . excellence: we chase the extraordinary. We chase excellence by pushing boundaries and delivering results that go beyond the ordinary, constantly raising the bar and striving for greatness in everything we do. Excellence is not just the outcome, itʼs how we approach every task with purpose, passion, and a commitment to delivering exceptional value.. . Company Location: Mexico.