Technical Support Specialist

Summary

Join InnoCraft as a Web Support Technician and contribute to the success of Matomo, a leading open-source web analytics solution. You will provide exceptional customer support, primarily via email, guiding customers through implementation, onboarding, and troubleshooting. Responsibilities include documenting processes, improving internal systems, and collaborating with other teams to enhance Matomo's product strategy. You will leverage your technical expertise in web technologies (JavaScript, jQuery, CSS, HTML) and web analytics to resolve customer issues and contribute to ongoing product development. This fully remote position offers flexible hours and a comprehensive benefits package, including paid time off, health insurance, and professional development opportunities. The ideal candidate possesses strong customer service skills, technical proficiency, and fluency in English and French.

Requirements

• Must be fluent in english and french
• At least 5 years of work experience in Web Services Support and at least 1 year experience in IT Support would be ideal
• At least 1 year of work experience using web skills like JavaScript, Jquery, HTML, CSS, AJAX
• At least 2 years of work experience using Linux and web servers
• Relevant experience of stack (SQL / ngix / php , etc)
• Excellent technical troubleshooting skills
• Experience working or using web analytics (eg. Matomo or Google Analytics)
• 100% Remote work position
• Must be based out of France, Germany, Portugal, Romania or Italy

Responsibilities

• Passion for Customers - deliver happiness to every customer you interact with by answering their questions mostly via email
• Helping Customers - Provide guidance to customers through implementation, onboarding, business reviews, renewal and anything that comes in-between
• Voice of Customer - in collaboration with other teams, contribute to the success of VOC by capturing data for analysis and utilise customers' feedback and insights into customer preferences, expectations and dislikes to better understand customers' needs. In collaboration with the Products team, proactively create and comment on Jira tickets and relevant GitHub issues daily to amplify customer voices and drive Matomo's product strategy development
• Technical Capability - debug customer issues, keeping ownership of cases until resolution while engaging other teams as needed
• Process and Help Guide Documentation - document and contribute to improving our internal processes and systems and customer interactions. Help improve our user & customer facing documentation and guides
• Matomo Continuous Learning - Become more knowledgeable about our web & mobile analytics products than anyone else
• Ongoing Growth Capability - Become an expert in the larger web analytics space. Develop your skills in cutting-edge web technologies (JavaScript, jQuery, CSS, HTML, mobile development, etc.), used on our customers’ websites and apps
• Flexibility - Available to lead occasional customer calls during the evening hours of New Zealand (for customers in Europe)
• Ensure that Matomo and InnoCraft are delivering business value

Preferred Qualifications

• Passion for customers
• Excellent communication skills both written and verbal
• You must have an analytical mind, a “sense of urgency” and critical thinking skills
• Highly self-motivated
• Highly result driven
• Highly self directed
• Ability to manage multiple priorities, commitments and projects
• Great team player

Benefits

• Remote work (save many hours on commute, and save money)
• Co-working space paid for and/or work from home
• Home office equipment supplied
• Flexible hours
• 25 days of paid holidays per year plus your national public holidays
• Sick leave
• Health Insurance: Your Well-being, Our Priority
• A huge “playground” to grow your skill set
• Volunteering Day: Empower Your Impact
• Bereavement Leave for Pets: Compassion Beyond Boundaries
• Training Opportunities
• Mental Health Support Services