Job Openings Technical Support Specialist (non-voice)

About the job Technical Support Specialist (non-voice)

NitroPack is a fast-growing SaaS company that speeds up websites.

More than 100,000 active sites benefit from NitroPack - the most complete speed optimization service in the world. It reduces websites load time, leading to more conversions and better user experience.

NitroPack achieves these results by combining all the features necessary for great web performance in one place, including:

· Caching

· Built-in global CDN

· Complete image optimization

· HTML, CSS and JavaScript compression & minification

· Our proprietary, world-class speed optimization algorithm

· Critical CSS, lazy loading, preloading, DNS prefetching, and more


Put simply:

By using NitroPack, our customers get everything they need for a fast website in one service.

They can control their performance settings through our easy to use dashboard. On top of that, our expert support team helps them solve any potential site speed issues they encounter.

Right now, were looking for experienced Technical Support Specialists (non-voice).

If that sounds like you, read on.


As a member of our small team, youll have the chance to:


· Work on a prospering and evolving product

· Have a huge impact on the product and its customers

· Suggest fresh ideas without worrying about bureaucracy


The Technical Support position is vital to the success of our customers.

We are looking for ambitious and energetic A players, excited to be in a high-learning environment and to contribute our international growth. The Technical support position is the single point of contact for the client once there is an issue which needs a closer, detailed research.



Main tasks:

· Effectively respond to selected customer inquiries, quickly and efficiently

· Consult clients on how to use NitroPack effectively

· Providing expert knowledge of the product we offer

· Communicating with customers through ticketing system and emails

· Provide Level 2 support to our clients which involves resolving complex issues and performing troubleshooting

· Work on Rotation Shifts - 5 working days x 8 h per week, for a total of 40h per week. Includes some weekends; Typical shifts: 08:00 - 17:00 / with 1h break /, 10:00 - 19:00 / with 1h break/, 13:00 - 22:00 / with 1h break/- First month will be in the office / now remote, due to Covid19/, day-shifts only, during the onboarding and training period.


Main experience and skills:


· Excellent written and spoken English

· You will ideally have 1-2 years+ plus worth of experience in a SaaS or similar business environment

· Ownership, positive attitude, energy, openness to feedback, comfortable with a fast-changing environment

· On hand experience supporting WordPress or another CMS

· Familiar with web caching systems

· Good understanding of HTML, CSS, and JavaScript and ability to troubleshoot issues

· Good understanding of networking basics - TCP/IP, DNS etc.

· CDN knowledge. Good understanding of how content delivery networks work.

· Experience with SSL certificates

· Understanding of HTTP/s, FTP protocols

· Experience with debugging tools like Chrome Inspector (DevTools)


The following will be considered as a great advantage:

· Experience with Site optimization / SEO / Web development

· Experience as technical support in a hosting company

· Analytical troubleshooting skills will be an advantage

· Experience with the following systems: Zendesk Support / Jira / Kibana

· Linux, SSH, FTP/SFTP experience



The perfect candidate is:

· A good communicator

· Able to establish priorities

· Organized and meticulous

· A problem solver with and a positive attitude

· Results-oriented and focused on meeting deadlines

· Eager to learn new ideas, concepts, and technologies

· A team player, willingness to listen and give/take constructive criticism


What we offer:

· Home office

· Competitive remuneration

· Additional health insurance package

· Multisport card

· Food and soft drinks bar

· Regular events and team buildings in and outside the country

· 28 days of paid time off

· Refer-a-friend program


Were a tight-knit team. We work hard and learn something new every day. Most importantly, we always help each other out.

If youre willing to learn from others and dont mind teaching yourself, youll fit right in with us.

All applications will be treated in strict confidentiality. Only shortlisted candidates will be contacted.

Please send us your CV in English.