Technical Support Specialist

Matomo; Tulsa (OK); Remote; USD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Web Support Technician to join their dynamic team. This role is pivotal in ensuring customer satisfaction through exceptional support and technical expertise. You will assist customers with web analytics solutions, troubleshoot issues, and contribute to product improvements. Enjoy the flexibility of remote work while collaborating with a global team. If you have a passion for technology and customer service, this opportunity offers a chance to make a significant impact in a fast-growing company dedicated to privacy and data ownership.

Benefits

Flexible Work Hours

Paid Holidays

Sick Leave

Wellness Benefits

Remote Work Equipment

Qualifications

• 5+ years in Web Services Support and 1 year in IT Support.
• Strong troubleshooting skills with web analytics tools.

Responsibilities

• Deliver exceptional support via email, ensuring customer happiness.
• Capture and analyze customer feedback for product improvements.

Skills

Web Services Support

Linux

Web Servers

SQL

Nginx

PHP

Troubleshooting

Communication Skills

Analytical Thinking

Tools

Jira

GitHub

Slack

Confluence

Job description

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 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 providing our customers with quick, accurate, and excellent support so they can focus on their core activities. Responsibilities include answering customer questions about our website analytics solutions, leading projects to improve efficiency, documenting knowledge for self-service, and developing tools to enhance customer satisfaction with Matomo and InnoCraft. You will collaborate closely with the Support and Development teams.

Roles and Responsibilities

• Customer Focus – Deliver exceptional support via email, ensuring customer happiness.
• Customer Assistance – Guide customers through implementation, onboarding, reviews, renewals, and other interactions.
• Voice of Customer – Capture and analyze customer feedback, contribute to Jira and GitHub for product improvements, and help shape product strategy.
• Technical Skills – Debug issues, own cases until resolution, and coordinate with other teams as needed.
• Documentation – Improve internal processes, user guides, and customer-facing documentation.
• Continuous Learning – Deepen knowledge of web and mobile analytics products.
• Flexibility – Be available for occasional evening calls for European customers.
• Ensure that Matomo and InnoCraft deliver measurable business value.

About InnoCraft and Matomo

At InnoCraft, we provide analytics products and SaaS to help grow businesses. We believe in openness, privacy, and data ownership. Our mission is to democratize analytics, which is why we created Matomo Analytics, used on over 1 million websites worldwide. Our platform processes billions of data points monthly, providing users with clear, insightful reports.

We operate fully remotely with a global community, primarily based in New Zealand, Europe, and Canada.

Our commitments include:

• Innovative Culture: Fostering ongoing learning and exploration of new ideas.
• Global Team: Embracing diversity and collaboration across cultures.
• Flexible Work: Supporting work-life balance with flexible hours and remote options.

Applicants must be fluent in English and French.

Minimum qualifications include:

• At least 5 years in Web Services Support and 1 year in IT Support.
• 2+ years experience with Linux and web servers.
• Knowledge of stacks like SQL, Nginx, PHP.
• Strong troubleshooting skills and experience with web analytics tools.
• Excellent communication skills.
• Analytical mindset, sense of urgency, and critical thinking.
• Self-motivated, results-oriented, and able to manage multiple priorities.
• Based in France, Germany, Portugal, Romania, or Italy.

Working hours:

• 8am to 5pm with an hour break.
• Flexibility to join early or late meetings based on customer needs.
• Remote work with provided equipment and flexible hours.
• Paid holidays, sick leave, and additional wellness benefits.

Remote Work Interaction

We use Slack, daily team huddles, weekly meetings, and monthly all-hands. Regular one-on-one meetings with team leaders occur weekly. Internal documentation is maintained in Confluence.

Diversity and Inclusion

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

Join us in building a safer, privacy-focused web!