Technical Support Specialist - Saas 100% Remote

Phiture; Tulsa (OK); Remote; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Web Support Technician to enhance customer success through exceptional support and technical expertise. This role involves solving diverse technical challenges, guiding customers through analytics solutions, and collaborating with teams to improve processes. With a focus on customer satisfaction, you'll work remotely within a global team, contributing to a culture of openness and flexibility. If you thrive in a dynamic environment and are passionate about helping others succeed, this opportunity is perfect for you. Join us in creating a safer, privacy-focused web experience for users worldwide.

Benefits

Remote work benefits

Co-working space paid

Home office equipment supplied

Flexible hours

25 days paid holidays plus public holidays

Sick leave

Health insurance

Opportunities for skill growth

Volunteering day

Pet bereavement leave

Qualifications

• 5+ years in Web Services Support and 1 year in IT Support.
• Experience with web technologies like JavaScript, jQuery, HTML, CSS.
• Excellent technical troubleshooting skills.

Responsibilities

• Deliver happiness to customers by answering questions via email.
• Provide guidance through implementation and onboarding.
• Collaborate to capture and analyze customer feedback.

Skills

Web Services Support

Technical Troubleshooting

JavaScript

jQuery

HTML

CSS

Linux

Web Analytics Tools

SQL

Nginx

Job description

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 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 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 work closely with the Support team and collaborate with the Developers team.

Roles and Responsibilities

• Passion for Customers - Deliver happiness to every customer by answering their questions primarily via email
• Helping Customers - Provide guidance through implementation, onboarding, business reviews, renewals, and related tasks
• Voice of Customer - Collaborate with other teams to capture and analyze customer feedback, and contribute to product strategy by creating and commenting on Jira tickets and GitHub issues
• Technical Capability - Debug customer issues, own cases until resolution, and engage other teams as needed
• Process and Help Guide Documentation - Improve internal processes and customer-facing documentation and guides
• Matomo Continuous Learning - Deepen knowledge of our web and mobile analytics products
• Ongoing Growth Capability - Develop skills in web technologies like JavaScript, jQuery, CSS, HTML, and mobile development
• Flexibility - Be available for occasional customer calls during evening hours in New Zealand (for European customers)
• Ensure that Matomo and InnoCraft deliver business value

About InnoCraft and Matomo
At InnoCraft, we offer analytics products and SaaS solutions to help users grow their businesses. We value openness, privacy, and data ownership. Our mission is to liberate analytics, and we created Matomo Analytics, used on over 1 million websites worldwide. We are a fully remote, global community with a strong presence in New Zealand, Europe, and Canada.

Our commitments include:

• Innovative Work Culture: Encouraging exploration of new ideas and technologies
• Global Team: A diverse, multicultural, and inclusive environment
• Flexible Work Environment: Emphasizing work-life balance with flexible hours and remote options

Minimum Qualifications

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

About You

• Passionate about customers
• Excellent written and verbal communication skills
• Analytical, with a sense of urgency and critical thinking
• Highly self-motivated and results-driven
• Self-directed with the ability to manage multiple priorities and projects
• Great team player

Location

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

Working Hours:

• 8am to 5pm with a one-hour break
• Flexibility to join early or late meetings as needed, with hours adjustable accordingly

Benefits

• Remote work benefits
• Co-working space paid or work from home
• Home office equipment supplied
• Flexible hours
• 25 days paid holidays plus public holidays
• Sick leave
• Health insurance
• Opportunities for skill growth
• Volunteering day
• Pet bereavement leave
• Training opportunities
• Mental health support

Remote Work Culture
We use Slack for communication, hold daily and weekly meetings, and document processes in Confluence. This role involves 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 helping create a safer, more privacy-focused web.