Technical Support Engineer

About the role Are you looking for a stimulating professional environment based on autonomy and trust? Pennylane offers you the opportunity to grow within a rapidly expanding company. Here, your expertise will contribute directly to helping entrepreneurs take control of their finances. Discover a place where your skills will be valued and where you can shape the future of financial management. Our ambition is to become the preferred financial management software for European SMEs. We help entrepreneurs get rid of time-consuming accounting and finance tasks, while giving them access to key financial information to help them make the best decisions for their business. At the same time, we help accounting firms by allowing them to spend less time on redundant and repetitive tasks, and more time on the advisory and support side for their clients. Our solution is the primary work tool for our accounting firms, partners, and executives. The quality of these users' work therefore depends greatly on the quality of our solution. As a technical support expert, you are the guarantor of the reliability and proper daily use of the Pennylane platform. You are, among other things, responsible for the most technical subjects, which can have a very significant impact on customer satisfaction and on Pennylane's image. What you'll do You are both a functional accounting referent and a key point of contact between our users, the support and product teams, and the developers. Thanks to your dual accounting and technical competence, you support the analysis of issues encountered by users on the platform, whether they are related to business, functional, or technical subjects. You investigate incidents reported via tickets, identify their origin, evaluate their criticality, and coordinate their resolution with the relevant teams. You also ensure clear and regular follow-up with the various stakeholders. The position requires as much analytical rigor as communication: you interact daily with several internal teams and contribute directly to the continuous improvement of the product and the user experience. Ticket management, investigation, and follow-up Take charge of tickets reported by users or partners (bugs, investigations, functional or accounting anomalies), analyze and diagnose incidents, prioritize requests according to their impact, and coordinate their resolution with the relevant teams. Product expertise & business support Master the main features and modules of the platform in order to understand client use cases, reproduce issues encountered, and support users on accounting and functional subjects. Coordination with internal teams Collaborate closely with developers, product, support, and operations teams to ensure a rapid and lasting resolution of identified problems. Technical analysis Be able to investigate simple technical issues via the tools provided (API, logs, Postman, basic SQL), understand technical exchanges with developers, and facilitate communication between business and tech teams. Documentation & continuous improvement Formalize solutions, processes, and best practices in the knowledge base to improve support quality and streamline future incident resolution. Identify recurring issues, report observed trends, and actively participate in the continuous improvement of the product and internal processes. Mutual aid & knowledge sharing Participate in the skill development of team members, share best practices, and contribute to a collaborative and resolution-oriented culture. What we're looking for - You have at least 3 years of experience in a similar role in a SaaS environment, customer support, or functional/technical support - You have a good understanding of technical tools: REST APIs, Postman, Swagger (SQL knowledge is a plus) - You are comfortable interacting with technical teams and understanding product issues - Fluent English in writing and good oral comprehension to collaborate with international teams - You demonstrate rigor, autonomy, and good communication skills - You enjoy dynamic, collaborative, and problem-solving oriented environments What you'll get One of the best health insurance plans on the market (Alan Blue and Alan Mind) Meal vouchers (Swile Card) Between 6 and 12 additional RTT days on top of the 5 weeks of paid leave The possibility to perfect your English thanks to Busuu A dedicated monthly budget for all our Pennylaners, promoting working from home or in coworking spaces Easy access to our offices, located a few minutes from Saint Lazare in the heart of Paris A BSPCE (stock options) package ‍♀️ Access to 8,000 gyms across France and more than 300 wellness activities via our partner Gymlib A Mac We practice many sports together and are keen to meet regularly around company events such as Tech Days (which allow remote Pennylaners to meet every 3 months) or our company seminar which takes place once a year, fostering great moments of cohesion for everyone. About the company & team Pennylane is one of the fastest-growing FinTechs in France, and soon intends to address the European market. In 6 years of existence, we have managed to: Position ourselves in the market as an innovative provider of accounting and financial management solutions Raise a total of 400 million euros from renowned investors, including Sequoia, the flagship Silicon Valley fund known for having supported Google, Facebook, Airbnb, Stripe, Paypal, and many others in their early stages Grow from 7 co-founders to a team of 1,000 employees, with an average rating of 4.9/5 on Glassdoor and 94% of Glassdoor reviewers who would recommend PL to their loved ones! Build an international team composed of employees from 25 different countries, with a very flexible remote work culture Gain the trust of thousands of users and obtain excellent feedback Already more than 900,000 VSEs/SMEs and more than 6,000 accounting firms use Pennylane in France! Hiring process First exchange with a recruiter - 30 min Case study and debriefing with two team members - 60 min Interview with the direct Manager - Thibault and Viviane (Associate Team Lead Technical Support) - 60 min Interview with Thomas (Team Lead Technical Support) - 45 min To thrive at Pennylane, you will need to -Speak English (the level is evaluated and appreciated based on the department you are applying for) -Enjoy working in a constantly changing environment -Make collaboration a priority within your team or with other stakeholders -Have enough perspective to prioritize high business-impact actions in your daily activity. We know that some people are less likely to apply than others if they feel they do not meet all the criteria. If you are hesitating, we encourage you to apply anyway: who knows, it could be the start of a significant and lasting collaboration! Additional information Important information for candidates Recruitment scam attempts are on the rise. We invite you to remain vigilant during your exchanges. Application via our official channels only : apply exclusively via our offers published on our official platforms (career site, official partner pages). Systematically check the sender's email address : our communications are sent from professional addresses with the domains @ pennylane.com or @ pennylane-partners.com . We will never ask you for payment, nor for financial information (bank details, payment for an interview, purchase of equipment, etc.) as part of the recruitment process. If such a request is made to you, it is a fraud. We invite you not to respond and to report it to us immediately ." Encouraging diversity, equity, and inclusion in all its forms, Pennylane offers an inclusive, caring, and growth-conducive work environment, in our offices and remotely. We are committed to providing the same opportunities to all our candidates, regardless of their social and ethnic origins, gender, religion, sexual orientation, or disability. Pennylane processes your data to manage your application and evaluate your suitability for the position. If your application is unsuccessful, your data may be kept for 2 years from our last exchange or the closing of the recruitment in order to build & manage a candidate pool. You may object at any time and request the deletion of your data by writing to: dpo@pennylane.com. Our data policy Personal Data Pennylane processes your data to manage your application and assess your suitability for the position. If your application is unsuccessful, your data may be retained for 2 years from our last exchange or the closing of the recruitment process, in order to build and manage a candidate pool. You may object at any time and request the deletion of your data by writing to dpo@pennylane.com . Learn more Personenbezogene Daten Pennylane processes your data to manage your application and assess your suitability for the position. Should your application be unsuccessful, your data may be stored for up to 2 years from our last exchange or the conclusion of the recruitment process in order to build and manage a candidate pool. You may object at any time and request the deletion of your data by writing to dpo@pennylane.com . Learn more Datos personales Pennylane processes your data to manage your application and evaluate your suitability for the position. In the event that your application is not selected, your data may be kept for up to 2 years from our last contact or the end of the selection process, in order to build and manage a candidate pool. You may object at any time and request the deletion of your data by writing to dpo@pennylane.com . More information