Shifts Technical Support Specialist
📍 Location: EU-based, remote
💼 Cooperation type: Full-time
We’re seeking a Shifts Technical Support Specialist to support clients using our server-side tracking solutions. You’ll ensure high-quality customer support for thousands of users worldwide.
About us:
Stape is a global product-driven IT company and the #1 leader in the server-side tracking market. We’re building a powerful, technically complex product that simplifies server-side tracking for marketers and website owners. Our platform processes over 5 billion requests daily, helping improve tracking accuracy and data privacy for more than 200, 000 clients worldwide. We work closely with top tech partners, including Meta, LinkedIn, Google, Snapchat, and TikTok to provide advanced tracking capabilities.
We actively participate in industry-specific conferences as sponsors of events like MeasureCamp and Superweek.
Key tasks:
Provide prompt and helpful support to clients via email and chat (no phone calls)
Keep Help Center / Knowledge Base articles accurate and up to date
Aim to resolve support tickets in one touch whenever possible
Actively collaborate with team members to share insights and improve support processes
Your background:
1+ year of active experience in technical support
Understanding of network troubleshooting tools and techniques (e.g., browser DevTools)
Ability to learn quickly and independently grasp new technical concepts
Strong communication skills, including the ability to explain technical topics clearly and collaborate effectively with cross-functional teams
Ability to analyze data, identify tracking issues, and find solutions
Ability to work in a small team/startup environment
English skills (B2 or higher)
Will be a plus:
Previous experience in technical support or a similar client-facing technical role
Understanding of Google Tag Manager (GTM), Google Analytics, Facebook Ads, and Google Ads
Familiarity with Jira and Confluence or similar project/documentation tools
Work Schedule:
Month 1 (Onboarding):
Monday–Friday, 10:00–19:00 (5 days/week).
From Month 2 & after Probation:
Switch to Shift Schedule, that ensures that support specialists are available at various times to assist with customer needs, both during the day and night shifts.
There are 3 types of shifts:
Day shift: 09:00–21:00 (11 hours + 1-hour break)
Night shift: 21:00-09:00 (11 hours + 1-hour break)
Standby Day/Night shift: reserve days for being available to replace an absent colleague.
We offer:
Industry Leader: Make a meaningful contribution to a globally recognized solution that shapes the future of the server-side tracking market.
Flexibility: Enjoy a flexible work schedule with the freedom to choose where you work.
Extended remote workspace setup: Experience the benefits of a fully equipped remote workspace, designed to elevate your productivity and create a comfortable work atmosphere.
Collaborative culture: Engage in a friendly and open team environment that encourages initiative, creativity, and collaboration.
Educational support: Invest in your self-development through a dedicated training and professional growth budget.
Well-Being: Take advantage of 30 days of paid time off (20 standard days + 10 more to cover public holidays), Parental Leave, Anniversary days off, and Study Leave to support your recharge and maintain a balance between work and personal life.
Health support: Feel secure with full coverage for Sick Leave and a dedicated medical insurance budget that prioritizes your health.
Excited to join us? Submit your CV and let’s get started!