• 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.

• Support day-to-day tasks in all aspects of Infrastructure, Network, and Security management responsibilities • Oversee various processes and maintain relationships with high profile clients and stakeholders • Adhere to best practices to ensure the reliability and security of the Customer’s technical operations • Build on strong technical background and obtain practical experience of innovative IT solutions and services

• Manage, mentor, and develop a team of Technical Support Engineers, fostering a collaborative and high-performing environment that provides a world-class experience for our customers. • Set clear performance goals and expectations, and ensure they are met by regularly assessing individual and team performance, as well as providing timely feedback and coaching. • Lead by example as a player-coach, directly engaging with customers by answering complex technical questions, performing website performance audits, and migrating customer websites. • Serve as a point of escalation, resolving complex or difficult customer interactions in a positive way. • Identify, develop, and implement new strategies to drive improvements in customer satisfaction, team efficiency, and the overall quality of our product offering. • Actively monitor and report on the performance of our support team to ensure standards, policies, and SLAs are consistently met or exceeded. • Create and deliver training programs and materials to enhance the technical and customer-facing skills of the team. • Manage scheduling, including reviewing and approving time-off requests, adjusting schedules for coverage, and arranging extra coverage from third-party contractors. • Collaborate with the Head of Support to design and implement changes based on the needs of the department, the company, and our customers. • Conduct scheduled one-on-one meetings with your team, taking time to connect with them as well as providing feedback and coaching to help them further develop in their career.

Role Description 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. 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 - 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 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. Qualifications - Proficient in any major programming language (preferably Python) (required) - Knowledge of PowerShell, Bash, or other scripting languages (advantageous) - Strong 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) - Proficiency with Git and GitHub — branching, pull requests (required) - Experience with CI/CD pipelines — GitHub Actions, GitLab CI, or similar (advantageous) - 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 in both English and Portuguese - Strong verbal communication skills for screen-sharing sessions and live troubleshooting in both English and Portuguese - Comfortable using AI tools (e.g. LLMs, MCPs, AI-assisted IDEs) as part of a support workflow - Able to critically evaluate AI-generated output — verifying suggestions against documentation, logs, and real behaviour rather than applying them blindly Benefits - Fully remote - Competitive salary - Annual company retreat - 2 extra company-wide holidays - Friendly and inclusive workplace culture (community guilds and online company events) Values we hold in LocalStack - Care: we create with compassion. We prioritize empathy and understanding in every interaction. - Ownership: we own the outcome. We take responsibility for our work and are passionate about its impact. - Openness: we build trust together. We build trust through open communication and honest feedback. - Courage: we dare to innovate. We embrace bold challenges and take calculated risks to move the needle. - Excellence: we chase the extraordinary. We chase excellence by pushing boundaries and delivering results that go beyond the ordinary. We'd love to hear from you! Join us in shaping the future of cloud development at LocalStack. To apply, follow the LI application process or apply on our career page. Make sure to include a short motivation outlining why you are the perfect candidate for this role. If your profile looks like a good match we will be in touch to organize further steps within 2 weeks. Please note, that due to a high volume of candidates, we cannot offer personalized feedback to each candidate.