Technical Support Engineer

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Pennylane

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2020

☁️ SaaS

💳 Fintech

🤝 B2B

SaaS • Fintech • B2B

Pennylane is a French SaaS platform that centralizes financial management, accounting, invoicing, expense management, treasury and business banking features for small and medium-sized businesses, independents and accounting firms. It provides an integrated dashboard, automated workflows, bank account and corporate cards, invoice and payment tools, and native integrations with accounting and payments partners to streamline bookkeeping and cashflow operations.

📋 Description

• Handle tickets (whether bugs or investigations) submitted by users and various partners or stakeholders: analyze and diagnose bugs or incidents, assess their severity to prioritize them, coordinate efficient handling until resolution, and provide regular follow-up and clear communication to stakeholders throughout the process • Master the main features and modules, be able to use the platform, explain how it works, and reproduce customer use cases • Work in cooperation with developers, product teams, other support teams, etc., to ensure fast and durable resolution of identified issues (QA, processes, etc.) • Document knowledge, solutions provided and processes in the knowledge base to enrich the internal repository and facilitate ticket handling and future resolution • Report trends or recurring issues to your team lead, propose process or product improvements, and participate in implementing training and corrective or preventive measures • Support onboarding and upskilling of new team members through various formats, share best practices and encourage mutual support within the team.

🎯 Requirements

• 2 years of experience in technical support within a company offering SaaS solutions • Good knowledge of REST APIs: Swagger, Postman (software, collections), HTTP methods • Curiosity for technology (knowledge of SQL is a plus) • Fluent written English and good oral comprehension to communicate with our international developer teams • Demonstrates rigor and pedagogical skills to respond effectively to customer requests

🏖️ Benefits

• A top-tier health insurance plan (Alan Blue and Alan Mind) • Meal vouchers (Swile card) • Between 6 and 12 additional RTT days on top of 5 weeks of paid vacation • The opportunity to improve your English via Busuu • A monthly allowance for all Pennylaners to support working from home or from a coworking space • Easy access to our offices, a few minutes from Saint-Lazare in the heart of Paris • A grant of BSPCE (employee share options) • Access to 8,000 gyms across France and 300+ wellness activities through our partner Gymlib • A Mac • We play many sports together and regularly gather for company events such as Tech Days (bringing remote Pennylaners together every 3 months) and our annual company seminar, which fosters strong team cohesion