Technical Support Engineer

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.

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.

-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!

- 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