Technical Support Specialist - Saas 100% Remote

Hello

**Please apply with an English resume**

We’re looking for a Web Support Technician to join our growing team with the goal of making our customers successful. We are the creators of Matomo, the leading open source web analytics solution that gives people full control of their data and built-in privacy. If you love solving tech problems with passion for customers and enjoy interacting and working with all types of customers from around the world (from small to large scale corporations), and love variety, this job has it all.

The Web Support Technician contributes to the team’s mission of making customers successful and enabling them to realize business value, so they remain customers for life. We have high expectations around giving our customers quick, accurate, and excellent support so they can focus on what they do best. In addition to answering customer questions about our website analytics solutions, support tasks include leading projects to improve efficiency, documenting knowledge for self-service, and developing tools to enhance customer satisfaction with Matomo and InnoCraft. You will work closely with the Support team and collaborate with the Developers team.

Roles and Responsibilities

1. Passion for Customers - Deliver happiness to every customer by answering their questions primarily via email.
2. Helping Customers - Provide guidance during implementation, onboarding, business reviews, renewals, and other interactions.
3. Voice of Customer - Collaborate with teams to capture and analyze customer feedback, contributing to product strategy and creating Jira tickets and GitHub issues to represent customer voices.
4. Technical Capability - Debug customer issues, maintain ownership until resolution, and involve other teams as needed.
5. Process and Help Guide Documentation - Improve internal processes, systems, and customer-facing documentation and guides.
6. Matomo Continuous Learning - Gain in-depth knowledge of our web and mobile analytics products.
7. Ongoing Growth - Develop expertise in web analytics and related technologies like JavaScript, jQuery, CSS, HTML, and mobile development.
8. Flexibility - Be available for occasional customer calls during evening hours in New Zealand time zone.
9. Ensure that Matomo and InnoCraft deliver business value.

About InnoCraft and Matomo

At InnoCraft, we provide analytics products and SaaS solutions that promote openness, privacy, and data ownership. Our flagship product, Matomo Analytics, is used on over 1 million websites globally. We are a fully remote company with a worldwide community, especially strong in New Zealand, Europe, and Canada.

Our commitments include:

• Innovative Work Culture: Encouraging exploration of new ideas and technologies.
• Global Team: Embracing diversity and multicultural collaboration.
• Flexible Work Environment: Supporting work-life balance with flexible hours and remote options.

Minimum Qualifications

• Fluent in English and French
• At least 5 years in Web Services Support and 1 year in IT Support
• At least 1 year experience with web technologies (JavaScript, jQuery, HTML, CSS, AJAX)
• At least 2 years experience with Linux and web servers
• Relevant experience with stacks like SQL, Nginx, PHP, etc.
• Excellent troubleshooting skills
• Experience with web analytics tools (e.g., Matomo or Google Analytics)

About You

• Passionate about customer success
• Excellent communication skills, both written and verbal
• Analytical, with a sense of urgency and critical thinking
• Self-motivated and results-driven
• Self-directed and able to manage multiple priorities
• Great team player

Location

• 100% Remote, based in France, Germany, Portugal, Romania, or Italy

Working Hours:

• 8 am to 5 pm with a one-hour break
• May need to join early or late meetings based on customer needs, with flexible hours to compensate

Benefits

• Remote work (saving commute time and costs)
• Co-working space allowance and/or home office setup
• Flexible hours
• 25 days paid holidays plus public holidays
• Sick leave
• Health insurance
• Opportunities for skill development
• Volunteering days
• Pet bereavement leave
• Training programs
• Mental health support services

Remote Work Interaction

We use Slack for communication, hold daily stand-ups, weekly team meetings, and monthly all-hands. Regular one-on-one meetings are also scheduled. Internal documentation is maintained in Confluence.

This role requires participation in a 24x7 roster.

Diversity and Inclusion

We celebrate diversity and are committed to an inclusive workplace, welcoming individuals from all backgrounds and abilities.

Join us in making the web more privacy-focused and secure!