Web Support Technician (Customer Success)

Paris / Warsaw / Berlin / Poland / Lisbon / Bucharest / Madrid
Customer Support /
Full-time /

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 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 awesome support so they can focus on doing what they do best. In addition to answering customer questions about our website analytics solutions, support tasks include leading projects to drive efficiency, documenting knowledge so customers can self-solve questions, and develop tools that allow our client to be more satisfied with Matomo and InnoCraft. You will closely work with the Support team and collaborate with the Developers team.

Key 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.

Minimum qualifications

-   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 work experience with databases and SQL queries
-   Excellent technical troubleshooting skills
-   Experience working or using web analytics (eg. Matomo or Google Analytics)
- Must be fluent in English and German or French

Personal attributes

-   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


-   100% Remote work position in France, Germany, Portugal, Spain, Romania or Poland


-   A rewarding salary
-   Remote work
-   Flexible hours
-   25 days of paid holidays per year plus your national public holidays
-   Co-working space paid for
-   All home office equipment paid for (laptop, desk, chair, standing desk, lights, etc.)
-   Immediate impact
-   Onboarding training plan for the new staff member

How do we interact working remotely?

Remote working works really well here in Matomo. We use Slack as our main communication channel. We also have a 15 minute team daily huddle, a team meeting once a week, and a once a month company wide “All-Hands” meeting. Also, a regular one on one catch up with the Team Leader at least once a week. And we document all internal processes and knowledge articles using Confluence.

About InnoCraft and Matomo Analytics

At InnoCraft, we offer analytics products and SaaS to enable our users to grow their business. We believe in openness, privacy and 100% data ownership. Our mission is to liberate analytics, and we are passionate about measuring for success. That’s why we created Matomo Analytics, the leading open-source analytics platform used on more than 1 million websites and apps in over 150 countries, available in more than 50 languages. The Matomo platform collects, stores and processes a lot of information: billions of data points each month. We create intuitive, simple and beautiful reports that delight our users.

Our community is worldwide with a strong core in Europe, and our company’s remote team members are mostly based in New Zealand but also in Germany, Austria, USA, France and India.

At InnoCraft, we celebrate the things that make you, you! We are an inclusive employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status or disability. We actively seek diversity in our workplace and embrace individuals with unique backgrounds, perspectives, and abilities!

Come join our growing team that’s helping ensure a safer, more privacy-focused web/internet!

#LI-Remote #Hiring