Support Engineer (L2)

Support Engineer (L2)RemoteFull timeBrazilShare this job DescriptionWe 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 sectorsLocalStack 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 architecturesRequirements✅ What you will be working on/responsible for:Ensure reliable L2 support coverage for our Brazilian client Itau during BRT hours as the primary responsibility, balancing workload with existing team structure.Work independently to investigate and resolve customer issues, including reproducing complex scenarios using various technologies.Where capacity permits, extend support to other Americas-based customers without delay or handover bottlenecks.Ensure clear, empathetic, and professional communication with customers (both written and verbal) to maintain a high standard of service.✅ Experience we expect you to bring to the roleProgramming & ScriptingProficient in any major programming language (preferably Python) (required)Knowledge of PowerShell, Bash, or other scripting languages (advantageous)Cloud & InfrastructureStrong expertise in AWS (required)Experience with Docker and container networking (required)Experience with IaC tools such as Terraform, Pulumi, AWS CDK/SDK (required)Familiarity with Kubernetes and Helm (advantageous)Familiarity with Azure or other cloud platforms (advantageous)Familiarity with Snowflake (nice to have)CI/CD & Version ControlProficiency with Git and GitHub — branching, pull requests (required)Experience with CI/CD pipelines — GitHub Actions, GitLab CI, or similar (advantageous)Operating Systems & DebuggingStrong understanding of Linux, macOS, and WindowsSkilled in reading and analysing logs to identify and reproduce issuesDatabasesFamiliarity with relational and non-relational database systemsCommunicationExcellent written communication — ticket responses, documentation in both English and PortugueseStrong verbal communication skills for screen-sharing sessions and live troubleshooting in both English and PortugueseAI LiteracyComfortable using AI tools (e.g. LLMs, MCPs, AI-assisted IDEs) as part of a support workflowAble to critically evaluate AI-generated output — verifying suggestions against documentation, logs, and real behaviour rather than applying them blindly🪢 Values we hold in LocalStackCare: 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 flourishesOwnership: we own the outcome. We take responsibility for our work and are passionate about its impact. We foster autonomy, inspire ambition, encourage ownership, and...